How Copilot helps technical services companies deliver faster and smarter service

While many industries benefit from AI, technical services face a set of unique challenges that make Copilot particularly valuable:

• Diversity of assets: Unlike manufacturers who service their own products, technical service providers often maintain equipment from dozens of vendors, across multiple generations. Documentation is inconsistent, sometimes just a stack of PDFs or certificates.
• Contract-driven operations: Long-term service agreements with strict SLA commitments and compliance requirements are the backbone of the business.
• Talent shortage: Senior engineers and technicians are retiring. They are often replaced by people with less technical background, yet they must maintain complex, legacy equipment.
• Customer expectations: Clients expect fast, personalized service. They judge providers not only by speed but also by quality, accuracy, and transparency.
  
  

These challenges extend far beyond scheduling or work order management. They require an integrated approach to knowledge, compliance, and customer communication. Copilot addresses exactly these pain points.

Five ways Copilot creates value for technical services

1. Capturing and reusing knowledge

Technical services companies cannot afford to lose critical know-how. With Copilot, technicians don’t have to spend time writing lengthy reports. They can dictate their notes, which Copilot converts into text and structured summaries, ready to be stored in the work order and reused in the knowledge base.

Example: When a junior technician encounters a complex issue, Copilot can pull relevant past cases, work orders, or knowledge-base suggestions to guide next steps. This makes service quality less dependent on who happens to be on-site.

Sybren highlights why this matters: “An installation might have been running for 20 years, maintained by the same person who is now retiring. The documentation is scarce. With Copilot, you can extract what little knowledge remains and make it reusable for the next generation.”

2. Managing asset diversity and complexity

In technical services, no two installations are the same. One day your team maintains boilers from five different brands, the next day it’s a water treatment system with unique specifications. Copilot can summarize information from technical documents, certificates, and even PDFs, helping service teams find key details faster.

Example: When combined with AI Builder or other document processing integrations, Copilot can assist in extracting data such as serial numbers or fault codes and link them to the right asset record in Dynamics 365. The result: a clearer overview of the install base, less manual data entry, and a faster path from problem to solution.

3. Compliance and SLA reporting without the paperwork

For technical service companies, compliance is not optional. Whether it’s ISO standards, NIS2 regulations, or customer-specific SLAs, the reporting burden is significant. Copilot can:

• Support SLA and compliance reporting by summarizing Dynamics data in real time.
• Help surface and present audit trails of interventions (who did what, when, and how).
• Assist in generating AI-driven checklists to support regulatory compliance (something Microsoft is actively working on).

This frees up valuable time for customers, it translates into greater confidence that their service provider is reliable and compliant.

4. Smarter communication with multiple stakeholders

Technical services often operate in complex ecosystems: equipment owners, facility managers, OEMs, subcontractors. Copilot helps keep communication smooth and professional:

• Email & call summaries: Technicians and service coordinators can instantly see the history of a customer interaction.
• Multilingual support: Customers can write in their own language; Copilot provides two-way translation, so cases are resolved more effectively.
• Contract and offer generation: Standardized contract language can be drafted automatically, leaving staff to focus on customer-specific details.
  
  

5. On-site troubleshooting

Customers expect fast fixes, but not every technician has decades of experience. Copilot provides real-time support in the field by giving quick access to relevant guidance and documentation.

Example: A technician can dictate an error code, and Copilot retrieves related troubleshooting steps.

9altitudes’ vision: guiding technical services into the AI era

At 9altitudes, we view technical services as a sector under pressure, but also full of opportunity. Rising customer expectations, sustainability, and regulatory demands are transforming the industry. Companies that master knowledge, compliance, and asset complexity will be best positioned to stay competitive in the years ahead.

Our experience in technical services shows that real value comes when people, processes, and technology work together. Copilot brings that vision closer by automating routine tasks and giving service teams more time to focus on what matters most: solving problems for customers.