Microsoft’s Copilot AI assistant to help field workers increase productivity

Microsoft’s Copilot AI assistant is now available to help field workers. Copilot, a generative AI that can help with tasks such as writing code, generating text, and translating languages, can now help field workers by providing them with information about customer service requests, recommending specific people for jobs, and pre-populating service orders with relevant information. 

The company wrote in its official blog post, “Today, we’re introducing Copilot in Dynamics 365 Field Service, bringing the power of next-generation AI to service professionals on the frontline to speed time to resolution. From creating work orders with the right information and assigning them to the right technicians, to equipping the technicians with sufficient support to successfully complete jobs-Copilot will help streamline critical frontline tasks”. 

This new addition will help frontline field workers by letting them complete tasks faster, creating work orders with right information and assigning them to the suited technicians. 

Copilot was until now available on Microsoft 365 enterprise platforms to help desk-job employees generate AI-powered Powerpoint presentations. But now it will be available on the Dynamics 365 Field Service to help both field workers and managers improve their efficiency and productivity. 

Copilot will help frontline managers receive service requests or questions via emails to streamline work order creation directly within Outlook. Copilot prepopulates relevant data including summaries of customer escalations into draft work orders for managers to review in their flow of work.

With updates coming this fall, Copilot will also help streamline technician scheduling by offering data-driven recommendations based on travel time, availability, skill set, and other factors as well as accelerate responses to customer messages by summarising key details and next steps in email drafts. It will also help assist frontline managers in their flow of work within Microsoft Teams.