Generative AI (artificial intelligence) plays a dominant role in field service operations, revolutionizing the way people work.

AI is proving to be worthwhile in serving customers by empowering employees in many ways.

Reports say that inability to access necessary information is holding workers back in performing their field service effectively. This is attributed to low service performance among field service organizations.

Front-line technicians require access to customer and technical data. Generative artificial intelligence makes it possible to deliver services as expected by customers on time, thereby maintaining customer happiness and retention.

With the introduction of CoPilot feature, Microsoft Dynamics 365 Field Service has come a long way in helping frontline workers and field service professionals become more efficient in helping customers.

By bringing the power of generative AI to the field service, Copilot feature enable quick resolution, help generate work orders and assign them to the right technicians, provide complete support to complete jobs, and help streamline important field service tasks.

Let us look at a few steps that serve as the foundation for the deployment of generative AI within your business.

Understand Your Service Goals

Clearly identify the areas within your service domain where generative AI can make an impact, whether it is for boosting service delivery, improving technician productivity, or streamlining work order management.

Assess Data Availability

Data plays a crucial role, as AI models learn patterns from historical data and provide necessary information. Therefore, ensure you have access to relevant data.

Data Preprocessing

Data preprocessing is about converting raw data into a usable format. A clean, well-structured data set can improve the accuracy of a new data model.

Model Selection and Training

Train your generative AI model using clean and well-structured data. Make precise changes to hyperparameters and assess performance.

Integrate with Field Service Software

Integrate the generative AI copilot with your field service software to be used for frontline technicians and field service professionals.


Training is crucial for easy adoption within your business environment. Through training users can be familiarized with how to exploit Copilot features and capabilities. Make sure to set aside time for user adoption and onboarding.


Thorough testing ensures the AI Copilot performs as expected. Repetitive improvements based on user feedback may extend the testing time

Change Management

Adopting any innovative technology requires change in the process. Allocate time for communication, addressing concerns, and managing expectations.


Deploying AI Copilot for your field service operations requires effective coordination and planning. Proceed with the deployment with complete user support.

Monitoring and Maintenance

Constant monitoring and maintenance are essential. Regular updates, bug fixes, and performance improvements should be considered.

Adopting generative AI copilot in your field service team can significantly enhance service productivity and improve customer satisfaction.

How can CoPilot in Dynamics 365 Field Service help your business?

Dynamics 365 Field Service is a Microsoft service application that empowers organizations to deliver excellent service to customers on-site. It combines features to personalize field service operations, enhance frontline technicians’ work, and streamline the work order management process.

The introduction of Copilot in Dynamics 365 Field Service gives frontline workers a boost by making their work more productive and efficient. This enables them to deliver better onsite services to customer locations, thereby increasing customer satisfaction and retention rates.

Here is how the copilot feature in Dynamics solution helps improve your field service operations

Boost service delivery

Copilot feature allows frontline professionals to streamline work order creation and optimize technician scheduling directly from their Outlook emails. This empowers technicians to speed up the service delivery and gain customer trust.

Get answers quickly with natural language search

Searching is now simple with Copilot. Users can easily inquire about customer details or information regarding parts inventory using natural language. Copilot promptly provides the necessary information related to the work order, assisting users in completing their tasks efficiently.

Optimize work order management

Dynamics 365 Field Service offers new service work order management experience to users. It provides brief information about the work order and the next steps to be taken. Copilot feature provides insights within the work order management experience, allowing frontline professionals to stay up to date.

Want to refine copilot in your field service software?

LITS SERVICES helps you take advantage of Copilot feature within Dynamics 365 Field Service application. Our experienced Dynamics 365 consultants configure and customize the solution to benefit your field service operations. With the Copilot feature in Dynamics Solution, you can generate work order summaries, update work orders on the go using voice-to-text feature and stay ahead of the game with enhanced productivity.

We have experienced D365 implementation experts who can guide you from selecting the right licensing plan to implementing D365 Field Service within your environment so that it works well for your business advantage.

As a leading Microsoft Certified Gold Partner in the UAE, our experienced consultants deploy the D365 Solution to match your field service requirements.

Apart from UAE, we serve organizations in various countries including Saudi Arabia, Oman, Qatar, Bahrain, Jordan, Kenya, Germany, Canada, Pakistan, and India.