Microsoft Brings Generative AI to Frontline Field Workers with Copilot

Microsoft is boosting frontline field workers with generative AI via its Copilot assistant integrated into Dynamics 365. Previously on Microsoft 365, Copilot now streamlines tasks for cable techs, electric repair staff, and more. 

Service requests sent via Outlook are automated by Copilot, pre-filling data like previous customer interactions. Supervisors can review work orders before dispatching to field workers.

Work orders will soon suggest specific personnel based on travel time, availability, and skills. This fall, updates will allow techs to relay their work status and issues encountered, enhancing project management and coordination.

Customers gain visibility into technician locations, while workers save time and reduce busywork. However, such tools can also lead to closer scrutiny, as seen with Google employees' concerns about privacy with new calendar tools.

Microsoft introduces 3D spatial annotations in Teams video calls for troubleshooting. Technicians can highlight problems during video calls, enhancing remote assistance. Similar to HoloLens 2 remote assist features.

Lili Cheng from Microsoft notes that introducing generative AI to fieldwork accelerates tasks for technicians, who often rely on fragmented tools. The aim is to streamline workflows and boost efficiency.

Copilot in Dynamics 365 is now accessible for current users. The tool has been tested globally with partners like Hitachi Solutions, 9altitudes Group, and TechLabs London. Microsoft aims to empower frontline workers with smarter AI-driven workflows.