Across all industries, the speed of work is surpassing the human capacity to keep pace. According to the 2023 Work Trend Index Annual Report, 63% of frontline workers struggle with repetitive tasks, diverting their attention from more meaningful work. Additionally, the report reveals that 66% feel constrained by insufficient time to complete their tasks.
Adding to their challenges, frontline workers often struggle to locate the necessary information, ranking it among the top five disruptive issues in their daily routines. Concerns arise about the potential impact of these disruptions on crucial KPIs like first-time fix rates, customer satisfaction scores, and customer retention.
In response to these challenges, Microsoft has addressed the issue through Dynamics 365 Field Service’s copilot capabilities. This innovative solution empowers frontline workers to incorporate AI into their daily operations, aiming to enhance efficiency and alleviate the burdens associated with routine tasks.
Empowered by AI-driven experiences in Microsoft Dynamics 365 Field Service, frontline workers can gain faster access to information on the job site. They can ask questions and have their needs addressed in a conversational way. But the story doesn’t end here, there is more.
Through this blog, let’s delve into the copilot capabilities within Field Service, ushering in a transformative era for regular field service operations.
Improved technician productivity through Generative AI
Frontline workers can now effortlessly access key work order information by asking Copilot questions within Microsoft Teams. All they have to do is tell them what they need in their language and receive the information related to their work orders within Dynamics 365 Field service, which includes parts required, status updates, or any other instructions required to get the job done. Moreover, by asking your organization’s IT admin, workers can conveniently view and edit their work orders directly within Teams, thanks to Microsoft Viva connections.
With Copilot in Dynamics 365 Field Service, frontline managers receiving queries through emails or service requests can leverage the next-gen AI to streamline work order creation from Outlook.
Copilot is set to enhance technician scheduling with data-driven recommendations, considering factors like travel time, availability, and skill set. This will accelerate responses to customer messages by summarizing key details and next steps in email drafts. Additionally, Copilot will be extended to assist frontline managers in optimizing workflow within Teams.
On-the-go support with the enhanced capabilities in the Dynamics 365 Field Service mobile app
The D365 Field Service mobile app was a game changer in boosting the productivity of frontline technicians. They were able to access key info on the go easily. Microsoft, with the new copilot capabilities in Field Service, has enhanced this experience to help technicians save their valuable time. frontline technicians can swiftly access a work order summary without navigating through multiple tabs. They can also update progress effortlessly by communicating with Copilot, which provides suggestions for efficiently completing service tasks, adding notes, and updating product details and statuses, all through a mobile app. This accelerates data entry, allowing technicians to focus more on delivering exceptional customer service.
