Microsoft’s Latest AI Features Address Service Worker Burnout

Microsoft launches Copilot for the service industry, where cases of burnout and poor retention are at an all time high.

Microsoft has just announced a new Dynamics 365 Field Service Copilot initiative which utilizes generative AI to cut out monotonous tasks burdening the service industry.

Microsoft Copilot was primarily focused on streamlining processes for office-based workers, but this new pivot sees the company leverage its large language model assistant to improve operational efficiency on the front line, helping to “address the challenge of repetitive tasks and burnout” as a result.

Microsoft isn't forgetting about desk-based workers altogether. The software company also announced it would be launching Microsoft Edge for Business next week, a corporate-focused search engine that aims to be the standard browser experience for organizations.

Microsoft Unveils Copilot for Its Dynamic 365 Field Service

In Microsoft's latest AI experiment, the Seattle-based company has announced a series of new features that aim to increase the efficiency of frontline processes.

While the tech giant may be more familiar with streamlining desk-based practices, these new tools aim to “help frontline workers thrive” by addressing issues currently plaguing the global service workforce, such as labor shortages, device overload, and disjointed systems. But how exactly does Microsoft plan on improving things for companies such as HVAC, lawn care and plumbing businesses?

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One of the company's biggest new announcements is its new Copilot and Dynamics 365 Field Service integration, which will allow service managers and technicians to automate repetitive tasks like work order and schedule creation, freeing up valuable time as a result.

Copilot new Shifts plugin for Microsoft 365 Copilot

Copilot new Shifts plugin for Microsoft 365 Copilot. Source: microsoft.com

Building on Microsoft's original Copilot model, which assists office-based tasks like creating documents, and reading and summarising emails, this field service assistant is targeted at the global 2.7 billion-strong service industry, where cases of burnout and poor retention are at their highest.

“Technology can relieve pressures on the frontline that are causing burnout as well as help organizations drive engagement and a sense of belonging that can help increase retention,” – Charles Lamanna, CVP of business applications at Microsoft

Speaking to VentureBeat, Charles Lamanna, Microsoft's CVP of business applications, explains this initiative marks the first step the company is taking to infuse next-gen AI and data with productivity tools to “address the challenge of repetitive tasks and burnout” and to relieve the burden for frontline workers.

Microsoft Announces New Field Service Integration with Teams

Microsoft has also released a Dynamics 365 Remote Assist app in Teams mobile, which allows technicians to receive and issue updates and request remote assistance from specialists. This new integration will also make it easier for technicians to view upcoming work orders through their home interface.

“Our new Dynamics 365 Remote Assist app in Teams mobile will enable problem-solving in real time with remote experts using 3D spatial annotations that lock to the physical world.” – Charles Lamanna, CVP of business applications at Microsoft

This new Dynamics 365 Remote Assist app will also harness data from Microsoft Teams' new Shift plugin, allowing team members to keep an eye on upcoming shifts and gain clearer visibility over their outstanding tasks.

Microsoft Edge for Business Will Be Rolled Out Next Week

It's been a busy week at Microsoft HQ, as the company is also preparing for the release of Microsoft Edge for Business – a new search engine that aims to be the “standard browser experience for organizations”.

The browser, which was first announced at Microsoft Build in May, will bare a lot of resemblance to the company's flagship Edge browser. However, as the search engine has been designed with the needs of businesses in mind, it will also feature enterprise-grade security, additional productivity features, and enhanced admin controls, according to this recent blog post.

Microsoft Edge for Business is due to be released alongside Microsoft Edge stable version 116, on the week commencing August 17.

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Written by:

Isobel O'Sullivan (BSc) is a senior writer at Tech.co with over four years of experience covering business and technology news. Since studying Digital Anthropology at University College London (UCL), she’s been a regular contributor to Market Finance’s blog and has also worked as a freelance tech researcher. Isobel’s always up to date with the topics in employment and data security and has a specialist focus on POS and VoIP systems.

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