AI in the field: how Copilot elevates service operations

According to Sybren Mooij, Business Director Customer Engagement at 9altitudes, field service is a perfect domain for Copilot:

“Field service combines two elements where AI creates a lot of value: communication and volume. You’re dealing with large numbers of work orders, constant scheduling changes, and continuous communication with customers. That’s exactly where AI can make a real impact.”

For 9altitudes, the vision is pragmatic: help organizations experiment with Copilot in small, low-risk pilots, and then scale once the value is proven. “The barrier to entry is lower than ever,” Sybren explains. “Companies are surprised at how easy it is to start, and once they try it, they quickly see the ROI.”

Use cases of Copilot in field service

The real power of Copilot lies in how it supports everyday operations. From scheduling to knowledge capture, these use cases show where AI delivers tangible results.

1. Demand & work order creation

Service requests often come in by email, chat, or through a portal. Copilot automatically converts these inputs into structured work orders. It extracts the problem description, selects the right template, sets a priority, and even drafts the initial confirmation message to the customer, all without manual admin.

2. Scheduling optimization

Scheduling is one of the most resource-intensive parts of field service. When a customer cancels, or when a technician’s first job of the day runs late, it can disrupt the entire schedule. The new Scheduling Operations Agent can instantly generate an optimized new plan, taking into account technician skills, travel times, and historical data. The result: better use of resources and more work orders completed per day.

3. Mobile technician support

On-site, Copilot is built into the mobile app. Technicians can simply dictate updates: “I arrived at 10:00, used two parts, worked for two hours.” The system processes this automatically into the work order.

But Copilot goes further. A technician can say: “I see a green warning light, error code 45.” Copilot responds with next-step guidance: “Check the wiring behind the panel.” This voice-driven interaction means technicians can troubleshoot hands-free, while keeping their focus on the job.

Copilot also provides case summaries. Before leaving for a job, a technician can quickly view a summary of all past contacts with the customer, so they arrive well prepared.

4. Knowledge capture & transfer

One of the biggest challenges in field service is knowledge loss. Experienced technicians are retiring, and many replacements are people who change career without decades of technical expertise. Copilot helps capture the knowledge of senior staff.

Instead of writing lengthy reports, technicians simply speak into the app. Copilot transforms that speech into structured documentation that becomes part of the knowledge base. Future technicians can then draw on this when facing similar issues.

5. Customer communication & multilingual support

In worldwide service, language is often a barrier. With Copilot, customers use their own language, and the team gets an immediate translation.

The result is twofold: customers are happier because they can explain their issue in detail, and technicians receive better problem descriptions. 9altitudes clients already reported time savings of around 15% and improved satisfaction thanks to Copilot’s multilingual support.

6. Predictive maintenance & IoT integration

Beyond today’s scenarios, Copilot also supports predictive maintenance when combined with IoT data. By analyzing sensor readings, companies can detect anomalies before they cause downtime.

Copilot ensures technicians are alerted to potential issues. It helps to prioritize proactive interventions and provides context from IoT data directly in the work order. The outcome: more reliable equipment, lower costs, and stronger SLA results.

Key benefits of Copilot in field service

Beyond individual use cases, Copilot delivers clear business benefits that organizations can measure across their service operations.

• Efficiency & productivity: Copilot enables technicians to complete more work orders per day, cutting unnecessary travel and downtime, which directly lowers costs and boosts productivity.
• Quality & consistency: With case summaries, guided troubleshooting, and knowledge base access, service quality becomes more uniform and professional.
• Knowledge retention: Organizations safeguard critical expertise from senior staff, ensuring continuity as the workforce changes.
• Customer experience: Faster responses, multilingual support, and proactive maintenance all contribute to higher customer satisfaction and loyalty.
• Lower adoption barrier: No special devices, no complex rollouts. Copilot is embedded in Dynamics 365 out of the box.
• Tangible ROI: Hard numbers service executives care about: higher first-time fix rates, fewer repeat visits, improved SLA compliance, and reduced mean time to repair.

Today, Copilot collaborates with users. Tomorrow, AI agents will take autonomy to the next level.

One example: appointment confirmation agents. Missed appointments are a huge drain on costs and customer satisfaction. Microsoft is working on agents that automatically confirm appointments with customers and allow them to reschedule instantly, without human involvement.

As Sybren explains: “This type of automation saves time on both sides. The customer can reschedule when it suits them, and the service center doesn’t need to spend hours rearranging calendars.”

9altitudes is closely involved in these developments, ensuring customers can adopt the latest innovations as soon as they become available.