• June 13, 2024

Microsoft has introduced new tools and integrations that bring the power of generative artificial intelligence (AI) that will help professionals on the frontline improve efficiency, enhance customer experience, and enable faster decision making.

Among the new tools is AI Copilot integrated into the new Dynamics 365 Field Service with Outlook and Microsoft Teams Integrations. This makes frontline service managers tasks smoother by automatically filling work order details from emails or chats, suggesting optimized technician schedules based on factors like travel time and skills, and even drafting customer responses summarizing next steps—all without needing to switch between apps.

Meanwhile, Dynamics 365 Field Service app in Microsoft Teams will enable frontline technicians to see upcoming work orders at a glance in their home experience in Teams, share full work order details and easily access Dynamics 365 Remote Assist in one click to troubleshoot with remote experts in real time if they need additional support to complete jobs.

Soon, Microsoft 365 Copilot can ground prompts and retrieve insights for frontline managers, leveraging data from the Shifts app with a new Shifts plugin for Microsoft 365 Copilot, in addition to user and company data it has access to such as Teams chat history, SharePoint, emails and more.

Announcements in Viva Connections showing up on mobile device through push notification on mobile device and in Teams home experience pinned at top. Photo: Microsoft

Microsoft Viva is also getting major AI-powered updates. Announcements in Viva Connections enables corporate communicators to draft, schedule and target important announcements like urgent communications, role-specific updates and safety policy changes to frontline workers.

Another update is Targeted Campaigns in Viva Engage, which allows communicators to create campaigns that promote company-wide initiatives targeted to frontline audiences.

Many on the frontline use various devices and often hand them over after their shifts. Microsoft created Windows 365 Frontline for these workers. It lets shift- and part-time workers start working right away when they log in, making it easy and cost-efficient to extend the power of Cloud PCs to employees on the frontline so they can securely access their personalized Windows experience on any device, no matter where they work.

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