Generative AI And Field Service

By Aly Pinder, Research Vice President, Worldwide Aftermarket Services Strategies at IDC

Field Service needs rapid innovation and transformation, and now is the time to consider the opportunity that generative AI can enable. So much data is already available, just waiting to be leveraged by organizations to enable faster resolution times, better engaged service teams, increased revenue opportunities, and enhanced customer experiences. However, this data often is not used to inform the next decisions of the dispatchers and field technicians.

Too many tasks go through hand-offs from schedulers, dispatchers, remote support teams, and the field service technicians themselves. What if we could have a better process? Is generative AI the opportunity service teams need to take this big leap into automating the execution of service work?