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Microsoft deploys next generation AI capabilities for enterprises

by Eamon McCarthy Earls
Assistant Editor,

Microsoft announced a slate of new AI capabilities to support frontline workers in the field. Microsoft will add Copilot capabilities to the standard Dynamics 365 Field Service app, the Dynamics 365 Field Service app in Microsoft Teams, new integration between the Shifts app and Microsoft 365 Copilot, as well as new communications experiences.

Many frontline workers struggle with menial, repetitive tasks, and Microsoft revealed new research suggesting that about half of frontline workers feel burnt out at work and 45 percent are considering changing employers in the coming year. Because Microsoft 365 is used by nearly 60 percent of frontline workers, the company believe they are uniquely positioned to support frontline workers.

With Copilot in Dynamics 365 Field Service, frontline managers who get requests and questions by email are able to streamline work order creation directly in Outlook. Copilot is able to prepopulate data, such as summaries for draft work orders, which are automatically synced with Field Service. Going forward, the service will add data-based recommendations for scheduling. As part of the shift, Microsoft introduced a new mobile experience for frontline workers as well as Dynamics 365 Guides embedded in Field Service mobile. Frontline workers are able to view upcoming work orders as tasks in Viva Connections and access the Dynamics 365 Remote Assist app in Teams. Asset monitoring also received a boost from partners ICONICS and Willow, integrated into Field Service.

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About Eamon McCarthy Earls

As the assistant editor at, Eamon helps to oversee editorial content on the site and supports site management and strategy. He can be reached at

Before joining, Eamon was editor for at TechTarget, where he covered networking technology, IoT, and cybersecurity. He is also the author of multiple books and previously contributed to publications such as the Boston Globe, Milford Daily News, and DefenceWeb.