According to research by Cracked Labs, Microsoft utilizes II technologies DYNAMICS 365 Field Service for detailed tracking of employee performance. The report highlights concerns regarding the incorporation of Copilot into the platform for employee monitoring.
Dynamics 365 Field Service aids operators in managing field specialists known as “resources”. The system is used for equipment maintenance, repairs, cleaning, and home care, but it may have negative implications for employees.
Microsoft’s AI allocates individual employees based on the evaluation of task completion times. The system makes predictions using Bing traffic data and historical task duration data.
For instance, if a manager assigns a task for 7.5 hours to an employee named Bob, the AI may predict a duration of 8 hours and 50 minutes. However, the system does not explain the reasoning behind why Bob may take longer to complete the task. In some cases, the system might reduce the allocated task time based on the assigned employee.
Concerns around Task Time Prediction
Questions have been raised about whether such predictions could influence employment decisions. Microsoft asserts that Dynamics 365 Field Service is not used to provide recommendations for employee selection. The program is designed with responsible AI use principles and data privacy in mind. Clients are responsible for complying with regulations when utilizing the system.
In a blog post, Microsoft highlights how the technology improves command performance and customer satisfaction for dispatchers and administrators. The company refutes claims that the system is used for monitoring employees and emphasizes its role in planning and coordinating field employees’ work.
Dynamics 365 Field Service utilizes Copilot to generate work tasks based on customer requests, which consolidates tasks and updates requests. While Microsoft recommends task verification by dispatchers for accuracy, the check button placement being separate from the “Save” button may hinder thorough task review.
Microsoft emphasizes that field workers interact with various products in