Autonomous field service platform
Instead of technicians searching for answers, answers find the technician.
AgentField 360 turns field service from a labor-intensive operation into an AI-powered service ecosystem, where agents continuously coordinate technicians, customers, dispatchers, inventory, network operations and work orders.
12
Active outages
148
Trucks in field
1,204
Techs assisted today
37,910
Autonomous actions
The problem
Billions spent coordinating people, not fixing networks
Operators pay for truck rolls, installs, network repairs, dispatch operations, contractor management, inventory logistics and repeat service calls.
- Reviewing work orders
- Searching documentation
- Calling supervisors
- Finding parts
- Updating systems
- Coordinating repairs
The shift
Agents coordinate systems. People focus on customers.
Dispatchers
manually managing schedules
agents dynamically orchestrate work
Technicians
hunting for answers
answers arrive with context
Customers
waiting for updates
proactive progress and outcomes
Business outcomes
What changes in the first year
Modelled impact across the core field-service metrics operators already report on.
First time fix rate
72% → 89%
+17 points
- Contextual guidance
- Historical resolutions
- Visual diagnostics
- Network intelligence
Mean time to repair
-35 to 50%
Faster restoration
- Agent-assisted troubleshooting
- Automated diagnostics
- Dynamic dispatching
- Automated escalation
Technician productivity
+20 to 35%
More jobs per day
- No admin overhead
- No manual documentation
- No knowledge searches
- No scheduling friction
Truck rolls
-10 to 25%
Fewer dispatches
- Remote diagnostics
- Automated issue identification
- Better routing
- Better inventory planning
Customer satisfaction
+15 to 30 pts
CSAT lift
- Proactive updates
- Shorter resolution times
- Better first-time fixes
Executive walkthrough
How to run this demo in 18 minutes
Six stops, what to say at each one, and the exact proof point on screen — built for a CxO audience.
Frame the cost problem
“Field service is one of the largest controllable cost pools in the business — trucks, contractors, repeat visits — and most of that spend goes to coordination, not repair.”
On screen — Open on the hero and the live operations counters.
Point at
Anchor on the business case
“Every number here maps to a metric you already report to the board — first-time fix, MTTR, truck rolls, CSAT.”
On screen — Scroll to Business outcomes and read the drivers under two tiles.
Point at
Run the fiber outage scenario
“Watch a single customer report move through seven agents with no swivel-chair between Netcracker, ServiceNow and Dynamics.”
On screen — Press run on the Fiber outage repair scenario and narrate each handoff.
Point at
Show the agent framework
“This is not one chatbot. Eight specialized agents each own a domain and share the same context.”
On screen — Walk the agent grid and open the Uses row on Inventory and Closure.
Point at
Prove the storm scenario at scale
“The same orchestration absorbs a mass event without adding dispatchers.”
On screen — Run the Storm recovery scenario and stop on the leadership dashboard step.
Point at
Land the architecture and next step
“Nothing here asks you to replace your stack — the agents sit above Netcracker, Amdocs, Oracle, Salesforce, ServiceNow and Dynamics.”
On screen — Finish on the architecture layers and the executive soundbite.
Point at
Live walkthroughs
Three scenarios, one orchestrated workflow
Press run and watch the agents hand off work with no swivel-chair operations.
User
Residential customer
Objective
Install fiber broadband service
Agents involved
Customer
Submits a fiber service order online.
Customer Engagement Agent
Receives the request and opens the install journey.
Serviceability Agent
Verifies eligibility.
- Address
- Fiber availability
- Capacity
Inventory Agent
Reserves equipment.
- ONT
- Router
- Cabling
Scheduling Agent
Identifies the best appointment window.
Dispatch Agent
Assigns the technician and optimizes the route.
Technician Copilot
Prepares the installation plan and site brief.
Activation Agent
Validates the service.
- Signal levels
- Device registration
- Service activation
Customer Engagement Agent
Sends confirmation and onboarding information.
Autonomous agent framework
Eight specialized agents
Each agent owns a domain, shares context, and escalates only when a human adds value.
Dispatch Agent
- Route optimization
- Technician assignment
- SLA management
- Dynamic rescheduling
Uses
Technician Copilot Agent
- Work order summaries
- Troubleshooting guidance
- Natural language support
- Resolution recommendations
Uses
Network Intelligence Agent
- Analyze network alarms
- Review telemetry
- Detect root cause
- Predict likely failures
Data sources
Visual Inspection Agent
- Analyze images
- Validate installations
- Detect equipment faults
- Verify repair quality
Uses
Inventory Agent
- Check truck stock
- Locate replacement parts
- Reserve inventory
- Initiate replenishment
Uses
Safety Agent
- Assess risk
- Validate procedures
- Monitor compliance
- Deliver safety guidance
Uses
Customer Engagement Agent
- Proactive outreach
- ETA notifications
- Appointment updates
- Service communication
Uses
Closure Agent
- Generate service reports
- Update CRM
- Update billing
- Close work orders
- Trigger surveys
Uses
Agent collaboration
A fiber outage, end to end
One customer report triggers a chain of autonomous handoffs that closes the loop back to the customer.
- 01Customer reports outage
- 02Customer Engagement Agent creates case
- 03Network Intelligence Agent identifies likely root cause
- 04Dispatch Agent assigns best technician
- 05Inventory Agent verifies parts availability
- 06Technician Copilot briefs technician
- 07Visual Inspection Agent validates repair
- 08Closure Agent updates systems
- 09Customer Engagement Agent confirms resolution
The user experiences one seamless workflow while eight specialized agents coordinate autonomously behind the scenes.
Microsoft architecture
Built on the stack operators already run
Experience, agent orchestration, data and operational systems in one reference design.
Experience layer
- AgentField 360 front end
- Microsoft Teams
- Mobile technician experience
Agent layer
- Microsoft Copilot Studio
- Azure AI Agents
- Azure OpenAI
Data layer
- Microsoft Fabric
- OneLake
- Data Activator
OSS / network sources
- Netcracker OSS
- Nokia NSP
- Ciena Blue Planet
- Cisco Crosswork
- Esri ArcGIS
- Network telemetry
BSS / customer sources
- Amdocs CES
- Oracle BRM
- Salesforce Service Cloud
- Dynamics 365 Customer Service
- Work orders
Operational systems
- Dynamics 365 Field Service
- ServiceNow CSM & FSM
- SAP S/4HANA
- Oracle SCM
- Salesforce Field Service
AI services
- Azure OpenAI
- Azure AI Search
- Azure AI Vision
- Azure Maps
Executive soundbite
“AgentField 360 transforms every field technician into a super-technician, every dispatcher into an AI orchestrator, and every service interaction into a proactive, autonomous experience.”