Field workers can now be assisted by Microsoft’s Copilot AI in deployments

Microsoft is introducing generative AI to frontline field workers by integrating its Copilot AI assistant into its field services platform, making workflows more efficient and enabling supervisors to track technicians’ activities on the job.

Introduced in March, Copilot was initially used by desk-bound employees on Microsoft 365 enterprise platforms to generate text for PowerPoint presentations. It will now be added to the Dynamics 365 service used by field workers in various industries, such as cable technicians, electric repair personnel, and those in facilities, manufacturing, and healthcare.

With Copilot, service requests sent via Outlook will automatically populate information, including previous customer service requests. Supervisors can review work orders before sending them to field workers, and by fall, work orders will provide recommendations for specific technicians based on travel time, availability, and skill set.

Technicians can update their work status and provide details of the problems they encounter, allowing managers to stay informed and prioritize tasks. Copilot will also assist in creating recaps of the service for managers.

Customers will have greater visibility into the location of their technicians, while field workers can eliminate unnecessary tasks. However, there are concerns about increased scrutiny of workers with tools that make their activities more visible.

For stuck technicians, Microsoft has introduced 3D spatial annotations to Teams video calling, allowing them to highlight issues visually, saving time and improving communication.

Lili Cheng, corporate vice president of Business Applications and Platform at Microsoft, believes that bringing generative AI to fieldwork will enhance the productivity and efficiency of frontline workers.

Copilot in Dynamics 365 is already available to current users, with input from clients globally during the testing phase, including Hitachi Solutions, the 9altitudes Group, and TechLabs London.