Figure 1: Scenarios for auto-generated responses Figure 2: Examples of auto-generated responses
This allows sellers to improve their overall communication and deliver a superior customer experience-all in the flow of work. The reply is enriched with the combined data from Microsoft Graph-which provides access to people-centric data and insights in the Microsoft Cloud, including Microsoft 365, Windows, and Microsoft Enterprise Mobility + Security, and the customer relationship management (CRM) system (Microsoft Dynamics 365 or Salesforce®). The seller simply selects the option to suit their needs and a reply is generated for the seller to review, edit to their liking, and send. When responding to an email, Viva Sales provides sellers in-the-moment suggested responses based upon categories such as “make a proposal”, “reply to an inquiry,” or “suggest your own”. Viva Sales can remind sellers when it’s time to follow up with a prospect or customer and then auto-generate a preformatted email response with personalized text and next best actions, along with details such as product descriptions, proposals, and deadlines. Leveraging the power of Azure OpenAI Service and GPT, Viva Sales provides access to rich, people-centric data and insights in the Microsoft Cloud. 1 This new AI-powered capability helps sellers recapture this valuable time, empowering them to focus time on what matters most. Why is this important? According to new research commissioned by Microsoft, managing email consumes over 66 percent of a seller’s day. By auto-suggesting customizable content, sellers can spend less time composing emails and searching for sales data from colleagues and databases. Viva Sales will now generate suggested email content for a variety of scenarios-such as replying to an inquiry or creating a proposal-complete with data specifically relevant to the recipient, such as pricing, promotions, and deadlines. That’s why I’m thrilled to announce the preview of a new generative AI-powered experience in Microsoft Viva Sales that helps sellers communicate more effectively with prospects and customers.
At Microsoft, we want to use AI to help sellers focus time on what matters most-making meaningful connections, building trust, and creating long-term relationships. Time wasted on low-value tasks literally leaves opportunities to sell and engage prospects on the table. For sales teams, the adage “time is money” is more relevant than ever before.
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