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We are here to envision a future for AI in Facility Management with ChatGPT and Microsoft Technology. Take heed, because this future is not too far away, we are talking two or three years down the line (if not earlier!). Microsoft CEO Satya Nadela, talking about the impact of AI on business applications at the launch of the Microsoft Business Applications 2023 event, said “Rapid Innovation is gonna come, in fact, a race starts today”.
Microsoft Dynamics 365 for Field Service and Property-xRM together are driving change for Facilities Management and for Real Estate.
The recent developments in Microsoft Technology and OpenAI’s ChatGPT (where Microsoft has a 49% stake) have created an atmosphere of curiosity and mystery. We will clear the fog by providing a clear vision of how we believe the latest in tech from Microsoft and its Generative AI will change the future of facilities management.
Earlier in 2023, Microsoft announced the concept of Copilot. Now, what is CoPilot? It is an AI assistant for Microsoft applications that takes productivity to a whole new level. In the AI era, Dynamics 365 Field Service‘s Copilot empowers service teams to provide exceptional customer experiences, revolutionizing service delivery with innovation.
So, how does this work? Here’s an example.
Assume a scenario where a call center manager of a Real Estate company has an incoming email from a resident asking for a technician to come fix a plumbing issue. With Copilot’s AI capabilities and seamless Outlook integration, here’s what happens:
Catch a glimpse of Copilot in Dynamics 365 Field Service:
Traditionally, in the same scenario, the manager would log in to the Field Service application. A case gets created manually by inputting the details of the requested email. This would be followed by converting the case into a work order. Then, the manager checks for available technicians by toggling into the resources tab. Finally, once the resource is assigned, the work order would get underway.
So, clearly, one can picture what the latest AI brings into picture in comparison!
Copilot uses next-generation AI to create a properly worded and concise description of the work the client needs performed in the work order summary, the technician has a clear understanding of the problem and what needs to be done to complete the task.
With these capabilities, service organizations can deliver the personalized and proactive support that customers demand and expect.
Imagine one of your tenants, let’s call him Bob. He has a problem with the Air Conditioning at his apartment. Getting hot and frustrated, he decides to raise a complaint through the resident portal. Now, as the property management team, you are ready to take Bob’s anger and frustration and change it into a customer service success story. That’s because the portal is equipped with a customer service bot trained on all the documentation on facility maintenance.
The customer service bot receives Bob’s complaint and then engages in a conversation to uncover the root cause of the problem. It can also provide a few quick resolutions to the problem thereby reducing the number of escalations. Further, the bot can move on to creating cases and assigning the best technician for the job. In case the issue requires the assistance of a specialized agent, then the bot can provide all the necessary details to the agent for faster resolution.
Now, consider the technician visiting the resident’s apartment to fix the issue with the AC. The technician can utilize Holo Lens 2 and Microsoft Dynamics 365 Remote Assist to easily communicate with experts remotely to solve an issue.
The technicians can also have an advanced version of the Chatbot. So, instead of contacting experts every time in the event of a roadblock, they can at first, try to fix the issue themselves. This can be enabled by creating a technician’s AI Chatbot that is trained on all the knowledge resources and advanced knowledge articles of the firm. The intelligent conversational bots can help the technicians with valuable information to resolve the issue.
Let’s assume a scenario where you have a customer service (call center) team.
Alternatively, when faced with an issue, Bob can start a call with a customer service agent. The agent can procure relevant information within a few moments instead of searching through the vast set of knowledge resources. This is possible because an AI-powered Chatbot will work alongside the customer representative. The representative can ask the bot for solutions in natural language. The bot will be trained on all the knowledge resources of the firm with access to necessary documentation.
Also, as soon as there’s an inquiry from Bob, it can be captured by AI directly in natural language. The AI in Facility Management (Copilot in Field Service) then provides real-time responses to assist the customer service representative. The bot will work in parallel to bring forth solutions in a matter of moments. It does this by searching through and consolidating knowledge from the entire library of resources.
This can then be quickly conveyed to Bob and necessary steps can be taken for resolution. The AI will be able to draft responses in natural language on behalf of the customer service agent. The customer service agent quickly checks it, copies it, makes minor edits if necessary, and communicates it with the customer.
When working on time-sensitive and complex issues, it is useful to take the help of co-workers outside of the customer service team. Leveraging the capabilities of Dynamics 365 Customer Service, service representatives can leverage the ‘swarming’ functionality. This helps them collaborate with experts across departments within the organization to get help on complex issues. They can also use the expert finder feature to quickly locate experts with the right skills outside the organization to solve the issue.
So when faced with an issue, the customer support executive can bring together experts to collaborate and solve the problem quickly and effectively.
All of this can help Bob and many like him to have a smooth service experience. Read more about the benefits of having facility management software.
Or Book a Free Strategy Call, to discover how AI and Microsoft Dynamics 365 can help better your Facilities Management Operations today!