Best AI for field service reports and work order summaries
The short answer
Almost every field service suite now drafts the work order summary. The differences are how the technician gives the input, voice or typing, and where the result lands. If technicians dictate on site and the report writes itself into the system of record, the paperwork is gone. If they still have to open a form and press a button, it is only shorter.
- Kenner: writes the report from a voice note and puts it, with parts and follow-ups, into your FSM, ERP or CRM. Our product.
- Microsoft Copilot in Dynamics 365 Field Service: work order summaries, and updates by voice or text, included in the licence.
- Salesforce Agentforce for Field Service: drafts the post-work summary and the pre-work brief in Salesforce.
- Simpro Lightning: captures the job from the technician talking and sends the customer a summary.
- IFS Cloud Field Service Management with IFS.ai: a work briefing before the job and an AI summary on the service report.
- SAP Field Service and Asset Management with Joule: equipment, activity and service call summaries and a daily briefing.
- Aquant: documents the repair automatically and updates the service record.
Briefs before, summaries after
There are two pieces of paperwork AI now handles. The brief before the job pulls together the customer, the asset and what happened on the last visits. The summary after the job turns what the technician did into a record the office and the customer can read.
Salesforce, IFS, SAP, Simpro and Kenner do both. Microsoft documents the summary and the record update.
What to check before you rely on it
Ask where the text ends up. A summary that sits in a chat window still has to be copied into the work order. Ask whether a person confirms it before it is saved: Microsoft, for example, has the technician confirm updates. And ask whether regulated records are covered. Kenner asks for what a refrigerant record needs after a leak repair, which a generic summary will not.
The tools side by side
| Tool | Type | Answers from | How technicians use it | Writes the job report | Published price |
|---|---|---|---|---|---|
| Kenner | Assistant on a knowledge graph of your own systems | Your company's own knowledge base, which Kenner builds: units, past jobs, alarms, parts and manuals from all your systems, linked in a knowledge graph | A normal phone call, or WhatsApp, iMessage, Teams or RCS. No new app | Yes. From a voice note, written back to your FSM, ERP or CRM | Free while in beta, starting with a two-week pilot for 5 to 10 technicians. Prices after the beta are not published |
| Microsoft Copilot in Dynamics 365 Field Service | Built into the field service suite | The work orders, bookings and activities stored in Dynamics 365 Field Service | The Copilot button in the Field Service mobile app, by text or speech, and a side pane on the web | Yes. Work order summaries, and work order updates by voice or text (in preview) | Included in the $105 per user per month Field Service licence pricing page |
| Salesforce Agentforce for Field Service | Built into the field service suite | Your Salesforce data: service history, assets and knowledge base, with manuals, similar repairs and sensor data for troubleshooting | Inside the Salesforce Field Service mobile app, by chat or voice. It can read photos | Yes. Drafts the post-work summary and the pre-work brief in Salesforce | $125 per user per month, on top of Field Service licences pricing page |
| Simpro Lightning | Built into the trade field service software | Your Simpro data: job history, site notes, parts needs and previous visits | Simpro mobile. A brief before the job and voice capture on site | Yes. Writes up the job from the technician talking, and sends the customer a summary | Custom. Announced as a percentage uplift on existing contracts |
| IFS Cloud Field Service Management with IFS.ai | Built into the field service suite | IFS Cloud data such as asset history, warranty and SLA commitments | A Copilot for service technicians and AI summaries in the IFS mobile service report | Yes. A work briefing before the job and a summary on the service report | Not published. The technician AI needs the IFS.ai Activation Pass or token add-on |
| SAP Field Service and Asset Management with Joule | Built into the field service suite | SAP records of past activities, similar tasks and equipment history. Joule also answers from SAP documentation | The SAP mobile app, which works offline. The daily briefing arrives by email | Yes. Equipment, activity and service call summaries, and a daily technician briefing | Not published. Summaries, the briefing and Joule are premium AI features |
| Aquant | Specialist troubleshooting platform | Your manuals, service records and service history, plus expert knowledge Aquant captures | A voice call, SMS, web or an embedded view, with the phone camera for visual guidance. No app required | Yes. Documents the repair and updates the service record | Not published. A free trial sign-up is offered |
Each tool has a full entry, with sources, in the main guide.
Questions and answers
Can AI write the service report from a voice note?
Yes. Kenner and Simpro Lightning both describe writing up the job from the technician speaking, and Microsoft Copilot updates the work order from speech. In each case it is worth having the technician read it back before it goes to the customer.
Is a free option available?
Microsoft includes Copilot in the Dynamics 365 Field Service licence, so there is no separate charge if you already pay for that. We found no stand-alone free tool for field service reports on the vendor pages we checked.
Checked against
- Kenner: getkenner.com
- Microsoft Copilot in Dynamics 365 Field Service: Copilot in Dynamics 365 Field Service overview, Work order update with Copilot, Dynamics 365 Field Service pricing
- Salesforce Agentforce for Field Service: Salesforce Field Service, Agentforce for Field Service pricing, Agentforce for Field Service announcement
- Simpro Lightning: Simpro, Simpro Lightning announcement
- IFS Cloud Field Service Management with IFS.ai: IFS Field Service Management, IFS Cloud 25R2 announcement, IFS Cloud 25R2 for field service
- SAP Field Service and Asset Management with Joule: SAP Field Service and Asset Management, SAP help: AI functionalities, SAP help: Joule in field service
- Aquant: Aquant for field technicians, Aquant channels, Aquant conversational AI for field service