A customer reaches out, explains the problem, and receives a response that ignores the previous history. In another area, a sales representative wastes time searching for information in messages and files. Many customer service challenges stem from a lack of context.
On October 8, 2026, Microsoft announced new features that bring CRM data closer to work tools and expand the role of agents in sales and customer service. Among the announcements is the Sales Development Agent, now in public preview. The company describes its functions as researching potential customers and tracking conversations.
The first step is to organize the process
Our take is that adding AI to a confusing workflow tends to require rework. Before choosing a solution, map out how an opportunity enters the system, who takes responsibility, and what information should accompany each step.
A useful sales record must allow someone else to pick up where you left off. If the only note is “call back later,” there isn’t enough information to take action. What was the need? What was agreed upon? What’s the next step?
Choose a well-defined task
A pilot project could start by preparing a summary for internal review. The team compares the summary with the original records and identifies missing information or misinterpretations.
This exercise helps define quality criteria before moving on to external actions. It also reveals whether the problem lies with the tool or with the quality of the available data.
Define when a person must make a decision
Non-standard negotiations, sensitive complaints, and commercial commitments require clearly defined decision-makers. Automation must have limits that are understandable to those who work with it.
Record the results of the pilot: review time, necessary corrections, and usefulness for customer service. Avoid evaluating the project solely based on the number of tasks completed.
The evolution of CRM points toward systems that are more integrated into teams’ daily routines. The value for each company will depend on how technology, information, and accountability are combined.
Virealto develops digital solutions geared toward business processes, connecting organization, user experience, and automation.
