Skip to main content
Revolutionizing Field Service with AI Revolutionizing Field Service with AI

Revolutionizing Field Service with AI: A Smarter, Faster, and More Efficient Approach 

In today’s fast-paced business environment, efficiency and customer satisfaction are top priority. At Hitachi Solutions, we understand these needs and are excited to share how we’re transforming field service operations with the power of Artificial Intelligence (AI). 

The Challenge: Streamlining Service Requests 

Traditionally, managing field service requests involves a lot of manual effort. Service teams spend valuable time sifting through emails, extracting key information, and creating work orders. This process can be time-consuming, prone to errors, and ultimately, impact response times and customer satisfaction. 

The Solution: AI-Powered Field Service 

Imagine a world where service requests are handled automatically, with AI extracting crucial details from emails and instantly creating work orders. This is the reality with our AI-powered field service solution, seamlessly integrated with Microsoft Dynamics 365 and Microsoft Outlook. 

How It Works: Step-by-Step with Visuals 

  1. Prerequisites and Setup 
    Before you begin, ensure you have the right licensing and environment setup. This includes Dynamics 365 Field Service, Microsoft 365, and Microsoft Copilot. The following shows the key prerequisites for getting started: 


  2. Installing the Field Service App in Outlook 
    The next step is to install the Dynamics 365 Field Service app within Outlook. Click the “Apps” icon on the left, then “Add apps.” In the App Store, search for “field service,” select “Dynamics 365 Field Service for Outlook,” and click “Add.” Confirm with “Got it.” The app is now available in Outlook, and you can pin it for easy access. 


  3. Admin Center Configuration 
    Next, log in to the Microsoft 365 Aadmin Ccenter and navigate to the Integrated apps page. Click on the “Get apps” button. In the pop-up window, type “field service for outlook” in the search bar and hit search. When you see “Dynamics 365 Field Service for Outlook” in the results, click “Get it now.” 

    A confirmation window will appear—click “Get it now” again to proceed. The system will redirect you to complete the process. When prompted, select “Entire organization” to make the app available to everyone, then click “Next.”  

    Accept the permissions, sign in if required, and on the “Review and finish deployment” page, click “Finish deployment.” Wait for the deployment to complete, then click “Done.” You should now see the app listed under Integrated apps. 


  4. Enabling Copilot and AI Features in Field Service 
    Once the app is installed, enable AI features such as Copilot in Field Service and Outlook. open Dynamics 365 and go to the “Field Service – Get Started” page, then into “Field Service Settings.” Here, enable “Copilot in Field Service,” “Copilot in Microsoft Outlook,” and “Generate email responses in Microsoft Outlook.” Click “Save” to apply these changes. This ensures you can use AI-powered features for email and work order management. 


  5. End-to-End Process: From Email to Work Order 
    Here’s how the entire process comes together. When a customer sends an email describing their issue, AI extracts the details, suggests a work order, and the service team can review and confirm—all within Outlook. The following diagram illustrates this seamless, end-to-end workflow: 

Benefits: A Game-Changer for Your Business 

This AI-powered approach brings several key benefits: 

  • Reduced Manual Effort: Automating data entry frees up service teams to focus on resolving issues, not administrative tasks. 
  • Improved Response Times: Faster work order creation means quicker responses to customer requests, leading to higher satisfaction. 
  • Enhanced Accuracy: AI minimizes the risk of human error, ensuring accurate and complete work orders. 
  • Increased Efficiency: Streamlining the entire service request process boosts overall operational efficiency. 

Real-World Impact: From Email to Action 

Consider a scenario where a customer emails about an air conditioning problem in a conference room. With our AI-powered solution, the system automatically identifies the issue, extracts the relevant details, and creates a work order, assigning it to the appropriate technician. The technician receives the work order promptly and resolves the issue quickly, ensuring minimal disruption and maximum customer satisfaction. 

Let’s discuss below with screenshot for step by stepstep-by-step guidance:  

User sends an email from Gmail to your service team with the subject “Conference Room AC Problem,” describing that the AC isn’t working and the room is getting warm. 

Once the field service team receive mail in Outlook, open Email and click on “Field Service” button to launch the add-in. it will ask sign-in into organization environment which re-direct to Work Orders. Then select option > Create Work Order from Email.  

Then it will auto-populate basic details gathering from email, if any custom fields we have we should fil them manually and Click “Create the work order” after verifying all details. 

You’ll see the new work order listed below, for example, as “00005.”  

Click on it, go to “Schedule,” and book a resource, such as a technician.  

You can also draft an email update based on this work order by clicking “Draft email based on Work Order 00005” and confirming the schedule. 

Once you click Add to Email button it’ll include complete email draft into your reply email.

Just hitting Send button send email back to user. 

For a video version of the demo, you may watch it here.  

Hitachi Solutions: Your Partner in Digital Transformation 

We are committed to helping businesses like yours embrace the power of digital transformation. Our field service solution is just one example of how we’re leveraging cutting-edge technology to drive efficiency, improve customer experiences, and unlock new opportunities for growth. 

Conclusion: Embrace the AI Advantage 

Hitachi Solutions offers a smarter, faster, and more efficient way to manage service requests. By automating manual tasks, improving response times, and enhancing accuracy, we’re helping businesses deliver exceptional customer experiences and achieve new levels of operational excellence. 

Contact us today for a demo to learn more about how we can help you transform your field service operations with the power of AI.