Unlocking Frontline Productivity with Conversational AI
In today’s fast-paced service industry, field technicians rely on instant access to a wealth of customer and technical information to deliver efficient and effective on-site resolutions. However, research reveals that the inability to easily find the right data ranks among the top disruptive issues faced by frontline workers. This can significantly impact key performance indicators like first-time fix rates and customer satisfaction.
Microsoft is introducing groundbreaking AI-powered experiences for Dynamics 365 Field Service that empower frontline teams to access critical information more seamlessly than ever before. By harnessing the power of conversational AI, field technicians can now quickly retrieve work order details, parts requirements, and service instructions simply by asking questions in natural language.
“From the incoming service request to the creation of the invoice – Copilot in Dynamics 365 Field Service is assisting in streamlining work and increasing productivity. In combination with the new Dynamics 365 Field Service mobile experience, it is reducing the administrative burden on the frontline workers tremendously.” – Henk-Jan van de Beek, Global director Customer Experience at HSO Group
Streamlining Work Order Management with Copilot
Beginning in December 2023, frontline workers will be able to access key Dynamics 365 Field Service information by conversing with Copilot within Microsoft Teams. Rather than navigating through multiple tabs and screens, technicians can simply state what they need using natural language to receive the relevant details, such as work order status updates, parts requirements, or step-by-step instructions.
Additionally, the Dynamics 365 Field Service app in Teams will become generally available, allowing frontline staff to not only view but also edit work orders directly within the familiar Teams interface. IT administrators can further empower frontline productivity by making work orders accessible through the Microsoft Viva Connections home experience in Teams.
Complementing these conversational AI capabilities, the Dynamics 365 Field Service mobile experience is also undergoing a modern redesign to provide technicians with a streamlined view of essential work order details. In the public preview launching in December 2023, Copilot will further enhance this mobile experience, enabling technicians to quickly summarize key points, update task completion, and make other adjustments by simply speaking to the AI assistant.
“Vixxo is excited about the potential AI has to transform our business processes and deliver better customer experiences. With Copilot in Dynamics 365 Field Service, we are discovering how to leverage AI in a secure and flexible way to enhance the efficiency of our service and field teams. This is only the start and we look forward to what’s next!” – Jim McCarthy, Chief Technology and Supply Chain Officer at Vixxo
Revolutionizing Field Service with Mixed Reality
Microsoft is pushing the boundaries of what’s possible with AI and mixed reality to equip frontline workers with innovative tools that enhance their productivity and problem-solving capabilities. In a private preview, Copilot in Dynamics 365 Guides will enable technicians to engage in a back-and-forth dialogue about a complex machine that requires service, drawing upon information from technical documentation, service records, and other curated data sources.
Copilot will not only provide step-by-step guidance, but also project holograms into the real world to visually demonstrate the required actions. This capability, which will initially be available for Microsoft HoloLens 2 users, will revolutionize field service operations by empowering technicians to be truly hands-free and heads-up as they address intricate service challenges.
“The inability to find new talent hampers the growth potential for organizations. Technologies like Copilot are allowing people to see manufacturing jobs as innovative again and do a lot more with the same amount of people by helping them work smarter. Add to that field service solutions like Dynamics 365 Guides and Remote Assist and it really lowers the barrier for companies to recruit new talent into the workplace.” – Tim Verpoorten, Go-To-Market & Business Development Director at 9altitudes
Streamlining Field Service Operations
Beyond empowering frontline workers, Microsoft is also introducing enhancements to help field service managers and back-office teams streamline their operations. The Dynamics 365 Field Service Outlook add-in now features Copilot capabilities that can assist in creating work orders based on customer emails and optimizing technician scheduling.
Managers can also leverage Copilot within the Dynamics 365 Field Service web application to quickly retrieve and summarize work order details, staying informed without having to navigate through extensive information. Furthermore, the redesigned Dynamics 365 Field Service work order management experience offers a simplified, intuitive interface that brings critical details to the forefront, while also providing intelligent recaps powered by Copilot.
“Medxcel has previewed the new Dynamics 365 work order management experience and is excited to introduce it more broadly to facility managers, directors and coordinators. From enabling mass edits with infinite scrolling to providing quick visual references with color coding on priority and system status – the redesign offers several features to improve work efficiency.” – Sonali Atram, D365 Solutions Architect at Medxcel
Bridging the Gap Between Field and Back Office
To ensure seamless collaboration and data synchronization between frontline teams and back-office functions, Microsoft is introducing several key integrations and capabilities within the Dynamics 365 ecosystem.
Beginning in December 2023, Dynamics 365 Field Service customers can access Dynamics 365 Guides and Dynamics 365 Remote Assist at no additional cost. These mixed reality tools empower technicians to create step-by-step guides for critical tasks and enable real-time collaboration with remote experts when additional assistance is needed.
Moreover, the public preview of seamless financial and inventory data flow between Dynamics 365 Field Service, Dynamics 365 Finance, and Dynamics 365 Supply Chain Management will help organizations maintain a unified view of their service operations and their impact on the broader business.
“We are thrilled about the new integration between Dynamics 365 Supply Chain Management and Dynamics 365 Field Service. This out of the box process orchestration will help us standardize processes from both sides, reduce our time to value, and improve our business operations.” – Dardan Imeri Northvolt, ERP Lead at Northvolt
Transforming Field Service with the Power of AI and Mixed Reality
The innovations introduced by Microsoft for Dynamics 365 Field Service demonstrate the transformative potential of AI and mixed reality technologies in streamlining field service operations and empowering frontline teams. By leveraging conversational AI, mixed reality experiences, and seamless data integration, organizations can drive greater efficiency, enhance customer satisfaction, and unlock new levels of productivity for their field service workforce.
As the IT Fix blog, we encourage our readers to explore the latest capabilities in Dynamics 365 Field Service and consider how they can revolutionize their own field service practices. To learn more, visit https://itfix.org.uk/ or engage with the Dynamics 365 Community to stay up-to-date on the latest advancements.
