Artificial intelligence (AI) and machine learning (ML) are changing the way businesses operate through streamlining tasks and optimizing resource utilization. The technologies do so by rapidly analyzing disparate data sets and presenting the best possible solutions to end users in order to help them make faster, better decisions.
The use of AI and ML is increasingly important in field service operations as well, as manual processes cannot keep up with these accelerating performance demands. Field service organizations face many challenges, including their need to service increasingly complex, connected equipment; increased pressure to improve service levels and meet strict performance guidelines; and an acute staffing shortage as firms struggle to recruit new technicians while large numbers of older staff retire, taking institutional knowledge with them.
AI and ML can support these organizations by automating and optimizing routing and scheduling operations, enhancing maintenance processes, streamlining customer interactions, and improving predictive maintenance initiatives. In addition, solutions that combine enterprise asset management and field service management applications and data can make it easier for these organizations to more quickly identify service issues, assign qualified technicians, and provide the information those technicians need to perform their jobs more quickly, accurately, and efficiently.
Artificial intelligence is the future of field service management, and forward-looking organizations will need to invest in the technology in order to remain competitive in an increasingly challenging environment.