As frontline teams face increasing demands and rapid change, the ability to access the right information at the right moment is more critical than ever. For this reason, we’re excited to introduce Frontline Agent, now available in Public Preview. This purpose-built, persona-tuned AI assistant is designed to help frontline workers across industries like retail, healthcare, manufacturing, and hospitality find information quickly, stay caught up, and coordinate work with confidence.
Frontline Agent is available out-of-the-box in Microsoft 365 Copilot, as well as in the Microsoft Teams chat rail. You can ask for what you need just like you would a teammate and the agent delivers clear, concise responses grounded in your organization’s SharePoint and Teams chat and channel data with no configuration or custom prompts required. The agent respects SharePoint site permissions and can be scoped down to a select number of SharePoint sites, balancing accuracy and security. Frontline workers can message the agent in their preferred language, even if the documents and messages are in another language.
Get started with Frontline Agent by opening Microsoft 365 Copilot and searching for it under “All agents,” and optionally scope down SharePoint sites or deploy as a Teams chatbot from Microsoft Teams Admin Center by following these instructions.
What Frontline Agent can do
Frontline Agent helps frontline employees:
- Search for information across SharePoint and Microsoft Teams chats and channel messages
“Share the instructions for how to ___”
“Help me learn about ___”
“Provide a list of files related to ___”
- Catch up on Teams chat and channel messages
“What did ___ tell me to do yesterday?”
“Summarize my unread messages from yesterday.”
“What changes did __ mention?”
“Draft a shift handover based on discussions in the last 12 hours.”
These capabilities reduce routine overhead and allow frontline managers to do more and frontline workers to focus on customers, operations, and service quality.
Designed for the realities of frontline work in every industry
Although frontline roles vary widely, their needs are consistent: fast and simplified access to information, clarity on what requires action, and tools that match the pace of their work, directly in the flow of their work.
Retail
- Store associates can quickly pull up product details, pricing policies, inventory lookup steps, and return procedures to keep lines moving.
- Department leads can plan priorities for floor recovery, promos, and price changes before shift start.
- Store managers can generate daily recap reports covering sales trends, staffing notes, shrink issues, and unresolved operational tasks.
Healthcare
- Nurses can quickly reference care protocols, equipment instructions, or facility policies.
- Care teams can catch up on shift handovers, critical updates, and open tasks before rounds.
- Administrators can generate summaries of unit activity to support staffing or patient flow decisions.
Manufacturing
- Operators can pull up machine procedures, safety guidelines, or troubleshooting steps on demand.
- Supervisors can get summaries of production line updates and quality alerts.
Transportation and Logistics
- Drivers and field teams can retrieve route details, documentation, or exception procedures.
- Dispatch teams can summarize overnight messages to prioritize next day operations.
- Managers can generate daily recap reports with delivery progress and unresolved items.
Hospitality and Travel
- Front desk teams can reference policies, service procedures, and guest information instantly.
- Housekeeping leads can summarize messages to plan room turnover and priority tasks.
Energy, Utilities, and Field Services
- Technicians can find site instructions, safety protocols, or equipment manuals.
- Field supervisors can catch up on team updates and outstanding work orders before starting their day.
- Operations teams can generate summaries covering outages, escalations, or environmental conditions.
The value of a role aware, out of the box AI agent
Most AI solutions are built for office workers. Frontline Agent is different because it is designed specifically for frontline roles, with a focus on simplicity, speed, and relevance.
- Simplicity: Clear responses that reduce cognitive load.
- Speed: Fast access to important information during active work.
- Relevance: Answers grounded in Teams messages and scoped SharePoint sites ensure accuracy and trust.
- Support for shift workflows: Catch up prompts, action item summaries, and smoother handovers.
View the examples below.
Get started
These capabilities are the very beginning of our upcoming roadmap! Frontline Agent is now available in Public Preview and can be accessed in:
- Microsoft 365 Copilot by searching in “All agents.” If you want to scope down the SharePoint sites, follow instructions 1 and 2 in Set up Frontline Agent - Microsoft 365 for frontline workers | Microsoft Learn.
- Microsoft Teams chat rail by following these instructions.
Microsoft