Computer Vision In Field Service: Empowering And Enabling Technicians

By Andrew Mort, TechSee

Even before COVID-19 disrupted the world, the introduction of Computer Vision into field service had begun to transform the industry. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap. When these older technicians hang up their tools, precious industry knowledge retires along with them.

In fact, Field Service News reports that 73% of organizations have identified an aging workforce as a potential threat to their field service operations. Faced with a “brain drain,” field service organizations have been struggling to capture and preserve the knowledge of their “tribe” before it is lost forever.

Computer Vision in Field Service – A New World of CX

Like many other industries, the field service sector has been increasingly focused on enhancing customer experience. A research report indicates that 65% of field service organizations have identified customer satisfaction as either equal to or higher in importance than operational efficiency. To ensure customer expectations are met, organizations are shifting their KPIs, striving to meet customer demand for faster resolutions and fewer follow-up visits.

As the world adapts to the new normal, field service organizations must find solutions that address the challenges of an aging workforce, a widening knowledge gap, and increasing demand for improved customer experience.