Session Abstract

Have you heard the term Intelligent Apps but aren't quite sure what it means - or how to explain it to your customers? Or curious about what makes an App "Intelligent" and how AI-powered solutions built within Dynamics 365 and Power Platform can drive real business outcomes for Frontier Firms? This session explains the core characteristics of Intelligent Apps: data-driven, context-aware, adaptive and absorptive, and explores how tools like Copilot, Autonomous Agents, and the Microsoft Dataverse and Graph come together to deliver strategic value in transforming customer experience and operational efficiency. You’ll see Well Architected examples of the Three Horizons of AI Transformation in action, including: • a customer service app that triages incoming cases, recommends resolutions and updates records without switching tools, • a sales app that monitors pipeline health, suggests proactive actions and qualifies leads, and • a field service app that uses AI to optimize technician scheduling. Whether you're a functional consultant, community contributor, or someone looking to confidently engage business leaders in conversations about AI, this session will give you the clarity, language, and architectural insights to lead with impact.

Note to event organizers

This session is aimed at IT Pros, Community Developers, and Business Decision Makers. It is a 200 Intermediate level Its delivery is between 45 minutes - 60 minutes Whilst its subject-matter ranges across the whole Microsoft Ecosystem of Azure, Security, Dynamics 365, Data, Microsoft 365, AI and the Power Platform, the examples of Intelligent Apps in action are focused on Dynamics 365.

Sharon Smith

I'm a dual Microsoft BizApps MVP in Customer Experience and Customer Service. An expert Microsoft Certified Solution Architect for the Dynamics 365 business applications, who's led the delivery and implementation of several tailored and value-oriented solutions to meet diverse global and national business requirements, that lead to positive customer outcomes. 15x Microsoft Certified and Success by Design Accredited, I use its principles that blend strategic design, rigorous gap analysis, and the pursuit of excellence in service delivery, to craft pathways to success for customers. As a member of the Microsoft Women In Power (Platform) Mentorship Leadership group, and a regular Microsoft Community contributor through my HeuristicDev blog posts and public speaking, I have a 'thing' for learning, a thirst for knowledge, and a desire for sharing both to uplift and empower all.

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