(Image credit- Microsoft)
Microsoft launched a set of tools and integrations that focus on empowering front-line employees everywhere.
The main feature of this release is a ground-breaking Copilot offering that uses generative AI to boost the efficiency and effectiveness of front-line support workers.
The tech giant emphasizes the large size of this workforce by calculating it at 2.7 billion globally, more than twice the number of desk-based workers. These people carry out a variety of activities, including serving as customer-facing representatives, devoted healthcare providers, and operational stalwarts who manage on-site duties.
Problems of Frontline Workers
According to Microsoft, more than 60% of these employees struggle with tedious chores that take them away from more rewarding activities. Frontline workers have been facing more complicated work demands as a result of escalating difficulties brought on by labor shortages, skill gaps, and supply chain interruptions.
Furthermore, Microsoft wants to provide frontline workers with the tools and resources they need in terms of technology in order to address these issues.
AI-powered Frontline Copilot- How It Works
One of the most important of the latest innovations is Copilot, which Dynamics 365 Field Service has integrated to help front-line service managers and technicians. According to Microsoft, the generative AI-driven tool optimizes efficiency by automating tedious processes, such as creating work orders.
These possibilities are improved even further by additional Microsoft 365 connectors. According to Microsoft, service managers will be able to create, schedule, and manage work orders right from their workflow in Microsoft Teams and Outlook. Frontline technicians will simultaneously have access to crucial work order data via Teams.
Additionally, the company revealed a new Dynamics 365 Field Service “mobile experience” that enables front-line workers to perform crucial operations with less interaction.
This includes access to Dynamics 365 Remote Assist, which enables technicians to work together with remote experts in real-time while using 3D spatial annotations, and integration with Dynamics 365 Guides, which gives technicians step-by-step guidance for jobs.
According to Charles Lamanna, CVP of business applications and platform at Microsoft, “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.”
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