Microsoft Copilot AI Gets Better with Field Workers Deployment

Field Workers

Microsoft has started to roll out Generative AI to frontline field workers. This process is being done by integrating Copilot AI assistant into its field services platform and also by streamlining workflows. Microsoft Copilot is made available on Microsoft 365 enterprise platforms and was used by desk-bound employees who wanted AI to generate text for PowerPoint presentations. The latest development is that Copilot will be added to the Dynamics 365 service, which is used by field workers such as cable technicians and electric repair personnel including segments related to healthcare and manufacturing.

With the help of Microsoft Copilot, service requests sent via Outlook will be automatically pre-populated with information. This includes the humber of times the same customer has reached out for service before. If you are a supervisor, you can review the work order before delivering it to field workers. The generated work orders will also suggest relevant people for the various jobs based on their travel time, skill set and availability. The Microsoft Copilot AI provides an ability for the technicians to update their work status such as arrival at the location, resolution of thee issue, nature of the problem and much more.

Commenting on the development, Lili Cheng, Corporate Vice President, Business Applications and Platform at Microsoft disclosed that bringing Generative AI to fieldwork enable frontline workers such as technicians to work faster. Cheng added that this will enhance productivity of workers to a large extent. The usage of pen and paper is tedious for technicians to finish jobs accurately. The new technology is designed to streamline the workflows.

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With the help of Microsoft Copilot AI, customers will have more visibility into the exact location of the technician. This technology will also enable field workers to eliminate several work. Microsoft has integrated 3D spatial annotations to Teams video calling via mobile if the techician is stuck on an issue. The relevant problem can be emphasize a faculty screw by circiling in the video vall. The mechanism is identical to that of the remote assist features on a HoloLens 2 Teams video call. He disclosed that the product team has worked with clients such as Hitachi Solutions, the 9altitudes Group, and TechLabs London while testing the product.

Anand Narayanaswamy is the editor-in-chief of Netans. He was recognized as a Microsoft Most Valuable Professional (MVP) for 9 years (2002 to 2011) and again as a Microsoft MVP in Surface under Windows and Devices in January 2024. He worked as a Chief Technical Editor with ASPAlliance and was part of ASPInsider program. Anand has published several articles and reviews related to various software and hardware products for various software and technology related websites. He is also active on social media and also participates as an Influencer for various brands. Anand can be reached at