Microsoft unveils next-gen AI solutions to boost frontline productivity amid labor challenges -...

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Microsoft unveils next-gen AI solutions to boost frontline productivity amid labor challenges - VentureBeat

August 9, 2023 10:10 AM View of a Microsoft logo on March 10, 2021, in New York. Head over to our on-demand library to view sessions from VB Transform 2023. Register Here Microsoft today unveiled a suite of tools and integrations designed to empower frontline workers across the globe. Central to this release is an innovative Copilot offering, which harnesses the capabilities of generative AI to enhance the efficiency and effectiveness of service professionals on the frontline. The tech giant underscores the considerable magnitude of this workforce, estimating their global count at 2.7 billion, more than twice the number of desk-based workers. These individuals perform diverse roles, from customer-facing associates to dedicated healthcare providers and operational stalwarts who navigate on-site tasks. Microsoft says that over 60% of these workers grapple with monotonous tasks that detract from more meaningful endeavors. Confronted by mounting challenges stemming from labor shortages, skill gaps and supply chain disruptions, frontline workers have been increasingly tackling complex work demands. To address these concerns, Microsoft aims to equip frontline workers with the necessary technological support and resources. Event VB Transform 2023 On-Demand Did you miss a session from VB Transform 2023? Register to access the on-demand library for all of our featured sessions. Register Now An AI-driven frontline Copilot Key among the new tools is the Copilot integrated into Dynamics 365 Field Service to assist frontline service managers and technicians. Microsoft says the generative AI-driven tool optimizes workflow by automating repetitive tasks — creating work orders, for example. Other integrations within Microsoft 365 further enhance these capabilities. Microsoft said that service managers will gain the ability to generate, schedule and oversee work orders directly within their workflow in Microsoft Outlook and Microsoft Teams. Simultaneously, frontline technicians will be able to access vital work order information through Teams. The company also unveiled a new Dynamics 365 Field Service “mobile experience” enabling frontline technicians to cut down on the number of taps for key tasks. This includes Dynamics 365 Guides integration, to provide technicians with step-by-step instructions for tasks, and access to Dynamics 365 Remote Assist, to problem-solve with remote experts in real time using 3D spatial annotations. “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 organizations drive engagement and a sense of belonging that can help increase retention,” Charles Lamanna, CVP of business applications and platform at Microsoft, told VentureBeat. “Today’s announcements,” he added, “are the first steps we are taking to infuse next-gen AI and data with productivity tools like Dynamics 365 Field Service to help address the challenge of repetitive tasks and burnout. The new AI-powered Copilots use generative AI to automate the repetitive and taxing digital overhead that burdens frontline workers.” Aiding frontline productivity with generative AI  Lamanna contends that AI and process automation can alleviate the burden of essential yet exhaustive procedures for frontline workers, enabling them to render swifter, well-informed choices. And says that the novel Copilot within Dynamics 365 Field Service allows frontline managers, who receive service inquiries via emails, to harness cutting-edge AI in Copilot for the direct streamlining of work order creation from within Outlook.  Copilot will auto-populate pertinent data, including customer escalation summaries, into draft work orders within their workflow. Once preserved, these work orders can be synchronized with Dynamics 365 Field Service. “With updates coming soon, Copilot will streamline technician scheduling by offering data-driven recommendations based on travel time, availability, skillset and other factors as well as accelerate responses to customer messages by summarizing key details and next steps in email drafts,” explained Lamanna. “Copilot will also become available to assist front...