Microsoft to integrate Copilot into its Dynamics 365 Field Service app

Generative AI is often hyped for how it can potentially help desk workers, software developers, copy writers, and customer service workers. But the effects of automation will be felt more widely, says Microsoft, which is bringing its Copilot AI assistant to applications used by those in frontline roles, whether that’s retail workers or technicians out in the field.

Microsoft announced on Wednesday that it plans to integrate Copilot — the generative AI tool built on OpenAI’s ChatGPT language model — into its Dynamics 365 Field Service application. The goal is to reduce some of the administrative burden involved in coordinating frontline work.

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