Post by Delta Insights

🤖 Dynamics 365 Customer Engagement is shifting from AI support to agent-led work. Microsoft’s Dynamics 365 2026 Wave 1 release makes that direction pretty clear. What stands out is not just new features. It is how AI is being built more directly into the flow of work across sales, service, contact centre, and customer engagement. In simple terms, the shift looks like this: ✅ less manual admin ✅ more guided action ✅ better context at the point of work ✅ more opportunity for agents to take on operational tasks That lines up closely with what we’ve been exploring in our Delta Copilot newsletter series. So far, we’ve covered: 🔹 Sales Qualification Agent 🔹 Sales Close Agent Next up: Case Management Agent 👀 For organisations managing customer service, support, or community case work, that is where this gets especially interesting. The opportunity is not just to add AI. It is to redesign work so teams can respond faster, with less effort and better consistency. https://lnkd.in/g6VTSCPP #Dynamics365 #MicrosoftCopilot #AIAgents #CustomerEngagement #PowerPlatform