Microsoft Scenario Library Manufacturing Assist field service advisors

Available with: Microsoft 365 Copilot and Copilot Studio

Manufacturing scenario: Assist field service advisors

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Scenario

Help field engineers solve customer issues

1. Assessment

Use Copilot to quickly access to technical manuals, schematics and repair histories, query them in natural language and get responses including troubleshooting instructions.

Copilot Studio icon

Copilot Studio Agent

Benefit: Simplify access to information in the field enabling faster and accurate issue resolution leading to reduced downtime and fewer customer callbacks.

Use Copilot to identify the right expert for your problem and call them to get remote assistance. Transcripts from Teams Phone calls can be used to improve the maintenance database content.

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Microsoft 365 Copilot Chat2

Benefit: Perform faster and accurate diagnosis and resolutions aided by experts reducing time to repair and customer callbacks.

Copilot drafts a tailored safety checklist to ensure adherence to both equipment-specific as well as personal safety measures.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Benefit:  Improved safety compliance, avoiding accidents and compliance issues.

Click a photo of a part that is faulty or worn out and use Copilot to identify the part information so that a replacement can be ordered.

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Copilot Studio Agent

Benefit: Instantly identify parts for reordering from photos, eliminating guesswork and expediting the process.

Copilot can suggest additional products or services based on the current maintenance context, such as upgrades or complementary parts.

Copilot Studio icon

Copilot Studio Agent

Benefit: Increased aftersales revenue by providing added value and improving overall customer satisfaction.

Document job completion with structured forms or checklists, ensuring all necessary details such as actions taken, parts used, and time spent are accurately captured.

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Copilot in Whiteboard

Benefit: Streamline documentation, ensuring accurate and comprehensive records that support precise billing and prevent customer disputes.

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help improve product time to market

Use Copilot capture customer needs and then support coordination of product development activities.
Boost productivity
  • Rapidly find information
  • Diagnose problems faster
  • Check for similar issues and resolutions
  • Quickly send follow-up communications

How Microsoft Copilot can help employee turnover rates

Retain critical plant and headquarters staff by improving the work/life balance of all workers by simplifying overhead tasks. Improve skilling to provide more growth opportunities and increase internal hiring.​
Improve quality of internal materials and processes
  • Improve job descriptions for further role clarity
  • Improve company meetings with summarization and recap
  • Completely focus during the meeting

How Microsoft Copilot can help customer satisfaction

Improve customer service performance with tailored LLMs for higher first-time call resolution. Improve customer communications whether through improved writing or improved call scripts.​
Incorporate feedback
  • Rapidly analyze customer feedback
  • Quickly create recommendations
  • Swiftly update scripts and processes
  • Create communications to socialize the changes

How Microsoft Copilot can help minimize scrap rate

Quickly identify quality issues by accessing and analyzing quality logs. Reduce the cost of any recall programs that are required with effective management and tailored responses.​
Speed problem resolution​
  • Rapidly find information​
  • Diagnose problems faster​
  • Check for similar issues and resolutions​
  • Quickly send follow-up communications​

How Microsoft Copilot can help supply chain performance

Use AI to generate evaluation criteria for new materials and suppliers. Review contracts to make the most effective deals and use AI analysis to evaluate supplier performance.
Speed data analysis and reporting​
  • Quickly analyze trends​
  • Generate informative charts​
  • Create strategy presentations ​

How Microsoft Copilot can help minimize production downtime

Use Copilot to analyze information from manufacturers apps to predict and prevent equipment failures, manage inventory levels and identify training that can help staff keep machines operating. 
Speed problem resolution​
  • Rapidly find information​
  • Diagnose problems faster​
  • Check for similar issues and resolutions​
  • Quickly send follow-up communications​

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.