How is AI Revolutionizing Field Service Management?

Artificial Intelligence (AI) and the fast-paced digital advancements are altering the course of running a business. While traditionally it was common for organisations to run with loads of manual work even in administration. But with AI entering the picture and granting the boon of field service management software streamlining tasks and organizing personnel and resources in real-time has garnered a significant difference in how any business functions with ease and utmost productivity.

Let's talk about AI's role in field service management specifically. Artificial Intelligence has changed the game of on-field communication, optimized scheduling and routing, raised employee morale and efficiency by lowering their workload, simplified inventory management and much more. In fact, studies have shown that 80% of technical experts across the industry accept that AI has managed to enhance workforce skills and simultaneously boost efficiency.

With the ever-rising competition in the field service industry, remaining customer-centric is key to leading a successful business. For that, technicians must be equipped beforehand with the necessary information, tools, and equipment required for them to fix the issues in the first go lowering customer waiting time. 

Here are 5 unmissable ways in which AI's error-free and easy-to-use algorithms are driving the field service revolution:

• Transitioning from planned to predictive maintenance

Predicting when a problem is going to arise is one of the most significant aspects of using AI for field service. In case a sufficient number of failures occur over a due length of time, AI will alert service providers and technicians about the failure of a specific part within a time frame. That way, AI doesn't let the problem occur in the first place, allowing providers to move away from corrective maintenance to planned maintenance. For instance, if a boiler sensor reports some malfunctioning error that is bound to affect its working soon, artificial intelligence will overrule manual intervention to inform the service engineer to make necessary repairs beforehand. Such predictive analysis increases asset life and quality by eliminating unnecessary technician visits to check machine condition.

• More informed dispatching

While manual dispatchers have to consider all the technicians and check additional conditions to dispatch the job without any assured outcome, AI not only recommends the ideal dispatch process but also elects the best technician for the job. Accuracy on the part of the AI-based system enables the dispatcher to be far more confident, informed, focused and productive in their decisions. The cloud-based software and mobile apps that come with the AI in field service management software auto-routes the jobs and suggests the shortest path, helping reduce the time and effort dedicated to the dispatching function.

• Data-driven decisions

Artificial intelligence essentially works on data. By overtaking and simplifying monotonous administrative tasks, AI allows strategic decisions using predictive analysis. From project planning, staffing, new product introductions, inventory management and customer service analysis, data-driven analytics reports from sensors and machines will help you make better-informed decisions in the long run. The automation of data flow and governance of end-to-end work makes AI and the Internet of Things incredibly empowering assets of field service management.

• AI-based visual analysis by remote experts

When technicians are dependent on remote experts for confirmation, remote guidance, quality control, and safety, workflow bottlenecks, and delay in job completion tend to become inevitable. AI is here to transform this by automating processes using visual analysis tools. Using Computer Vision AI, experts can now see the technician's issue or the customer's problem, making the resolution process essentially efficient. Using this technology, your field service technicians can perform tasks in self-service or self-help mode with all the necessary information right at their fingertips.

• Customer Experience

Lastly, artificial intelligence guarantees happier customers too! The intelligent chatbots in action help meet customer expectations with improved speed and accuracy. AI passes on essential information regarding the customer's problem and service history, required equipment to understand the problem early on for a quick fix. In this way, the technician can solve the issue in one visit itself and even recommend solutions using predictive analysis to solve problems before they arise, assuring better customer relations.

The future of field service management showcases the ever-growing artificial intelligence, augmented reality, and the Internet of things transforming the way they advance their functioning for better customer and employee satisfaction.

Author Bio:

Akhil Rajan is a Customer Success Specialist at Zuper, an intelligent workforce management platform for service-oriented businesses. Working with customers daily, he has a deep understanding of their needs and pain points and so he can contribute to the marketing strategies for Zuper with the content he writes. He writes on topics like how to increase workforce utilization, how to reduce the service turnaround time and increase workforce efficiency, customer adoption, cost reduction strategies, etc. – to name a few. He is often found buried in books or playing chess in his free time.