Software King of the World, Microsoft has unveiled more generative AI products for frontline workers.
Vole teamed up with Aptos Labs to build new blockchain AI tools and has now introduced a new Copilot offering which uses generative AI to enhance the efficiency and effectiveness of frontline professionals.
Windows Copilot AI-powered assistant is empowering service managers who receive customer escalations in Outlook or Microsoft Teams to use Copilot in Dynamics 365.
According to Microsoft, this AI-driven tool automates repetitive tasks to create work orders. Notably, there are other integrations within Microsoft 365 that further improve these capabilities. Frontline technicians will be able to access important work order information via Teams.
Moreover, Microsoft announced a new Dynamics 365 Field Service “mobile experience” that let frontline technicians reduce the number of taps for key tasks. This includes Dynamics 365 Guides integration, as well as access to Dynamics 365 Remote Assist.
Microsoft VP Charles Lamanna said: “We believe investment in technology for frontline workers will drive positive outcomes for employees, customers and their businesses.”
“Technology can relieve pressures on the frontline that are causing burnout as well as help organisations drive engagement and a sense of belonging that can help increase retention,” Lamanna said.
He also noted that the latest announcements are the first steps the company is taking to combine next-gen AI and data with productivity tools like Dynamics 365 Field Service.
Lamanna believes AI and process automation can ease the burden of exhaustive procedures for frontline workers. Copilot within Dynamics 365 Field Service enables frontline managers, who receive service inquiries via emails, to take advantage of AI in Copilot and streamline work order creation from within Outlook.
Copilot will auto-populate customer escalation summaries and various other data into draft work orders within their workflow. After they are preserved, these work orders can be synchronised with Dynamics 365 Field Service.
