AI in Field Service: 22-Minute Session

Field service organizations are exploring how AI can improve technician productivity and make service information easier to access. As new capabilities continue to emerge, the challenge is understanding where AI can deliver value today and where to start.

Join Meghan Reed, Senior Functional Solution Architect at HSO, and Jonathan Baker, Principal Program Manager at Microsoft, for a look at how AI is being applied across the field service process.

The session explores how organizations can use information already captured in work orders, asset histories, Dynamics 365 Field Service, Microsoft 365, and connected systems to give technicians and back-office teams more useful context. You'll also see emerging capabilities that could simplify scheduling, resource management, and work-order completion.

What We'll Cover:

• Pre-visit intelligence: AI-generated work-order summaries that help technicians understand the customer, asset, service history, and job requirements before arriving onsite.

• Asset history and back-office support: Conversational experiences that help teams quickly access service history, maintenance records, and relevant context.

• Scheduling operations: How AI can support resource matching, reduce travel, and assign the right technician to the right job.

• AI-assisted work-order closeout: Using voice, text, and images to streamline work documentation and completion.

• Microsoft's direction for field service: Microsoft's vision for scheduling, agents, in-app experiences, and frontline workflows.

• Where to start: Practical guidance for identifying an initial use case and demonstrating value.