Introduction
Artificial Intelligence (AI) is becoming a critical component in how organizations conduct business. AI helps organizations better understand who their customers are by analyzing factors such as buying trends and history. Additionally, it helps you make more informed decisions based on what is occurring in your organization. For example, by examining historical service data that is related to specific products, a service organization can identify trends such as when a part or valve might begin to deteriorate based on a specific number of operational hours. By using that data, you can proactively replace that specific part or item before that threshold is reached. This approach will help you reduce potential down time for your customers and increase the value of services that you provide, thus improving overall customer satisfaction.
For field service organizations, AI can provide a considerable impact to your overall operational efficiency, customer satisfaction, scheduling, and more. Microsoft Dynamics 365 Field Service has multiple AI features that can help you streamline everything from scheduling to improving technician efficiency.
These features include:
Work duration and resource proficiency suggestions - Uses historical data to make suggestions on work order durations to improve overall scheduling efficiency.
Incident type suggestions - Reviews historical work order data and offers suggestions on which items to include on incident types to limit the data that needs to be manually added by technicians.
IoT Alert suggestions - Makes priority and incident type suggestions on IoT Alert records that can be used as case and work order records that will be created in the future.
This module will examine these three AI features in greater detail and will explain how they can be used by your organization.