Microsoft is bringing generative AI to frontline field workers by integrating its Copilot AI assistant into its field services platform, streamlining workflows but also enabling supervisors to know what technicians are doing on the job.
Copilot, first introduced in March, is already on Microsoft 365 enterprise platforms and was first used by desk-bound employees who wanted AI to generate text for PowerPoint presentations. (It’s distinct from the Github service of the same name.) Now, Copilot will be added to the Dynamics 365 service used by field workers like cable technicians and electric repair personnel.
With Copilot, service requests sent via Outlook will automatically pre-populate information, including how many times the same…
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