Microsoft is taking further strides in AI by introducing fresh solutions targeted at frontline workers. According to the company, these latest innovations will be available across three key areas: intelligent operations, effortless communication, and trusted experiences.
Technological advancement aims to increase productivity, enhance customer satisfaction, and expedite the decision-making processes in any given workplace. With Microsoft’s unwavering focus on Artificial Intelligence, the company is eager to push the boundaries of what’s possible and provide businesses with the tools they need to succeed in an ever-evolving landscape.
“We seek to infuse the productivity applications frontline managers use everyday with the robust data and intelligence of underlying business applications. This helps streamline the frontline experience and drive efficiency with operations,” said Charles Lamanna, CVP of business applications and platforms at Microsoft.
According to a recent survey by Microsoft, 65% of frontline workers are optimistic about the potential for AI to help them in their jobs. With AI transforming productivity across many different industries, it’s no wonder that many people are excited about the future.
For frontline service managers who receive customer escalations via Outlook or Microsoft Teams, Dynamics 365’s Copilot feature can be helpful too. It allows for easier work order creation, with relevant details pre-populated from emails or chats. This feature also optimizes technician scheduling with data-driven recommendations based on various factors such as availability, travel time, and skillset. Additionally, it enables managers to generate draft responses to customer messages summarizing the following steps without switching to different applications. Overall, this practical tool can make a considerable difference in improving efficiency and communication within any workplace.
“Messages are delivered to the frontline through push notifications on their mobile devices and announcement cards in their Teams home experience,” said Lamanna. He added, “At Microsoft, we believe that technology can be a powerful force to reimagine how work gets done. By investing in innovative solutions for the frontline workforce, we are helping to drive positive change for frontline employees, customers and the bottom line.”
If your organization uses Intune, you can use Microsoft Entra ID (formerly Azure Active Directory) to enable a single sign-in and sign-out experience for Teams, Outlook, Power Apps, and more on shared device mode for Android and iOS. It can make things much easier for everyone involved.
