Embracing digital transformation by adopting technologies like artificial intelligence (AI) and machine learning (ML) can enable field service firms to quality their field service to the next level. Globally, companies are gearing up to make large investments in developing AI-enabled processes that lead to greater operational efficiency. By 2022, investments in AI technologies will grow by a staggering 300% annually, as per several top research firms.
Data is fuelling the majority of innovation happening in the tech space. Every company wants to capture critical business data to study and understand what improvements can be brought into the business.
AI in field service management
Several field service organizations think about improving their key field service metrics. It could be enhancing customer experience, improving technician productivity, and boosting operational efficiency.
Field service organizations emphasize using AI to deliver better service. AI and ML tools can highlight critical areas for growth, improvement, and expansion. They bring more accuracy, seamless connectivity, and optimize customer experience.
Let’s understand how field service companies can deploy AI and ML techniques to achieve service excellence.
Service Planning Stage
Companies can use AI and ML algorithms to crunch historical data, which can be used for better resource planning to meet on-demand requests. Based on studying the historical service data, companies can create better headcount forecasting and propose predictive maintenance schedules.
While planning your field service runs, if companies are ready with this critical data set, it can effectively put together an optimized field service plan.
During Service Stage
It is crucial to leverage location intelligence and optimize the beat plan to present the most optimized routes to your field technicians. AI- enabled location intelligence platforms like Dista help automate and optimize routes in real-time, which help to communicate any unforeseen events to the field technicians. This ensures the technicians respond in time to make any required adjustments, saving both time and fuel.
AI and ML technologies can benefit from real-time input. With the increase in the usage of chatbots, remote assistance has become easy and effective. Companies can get a ton of basic customer profiling with the help of chatbots. Advanced AI and ML tools with natural language processing (NLP) are working on finer interpretations to handle complex queries and improve the quality of customer service.
Post Service Stage
Automation has simplified an array of tasks through intuitive and detailed dashboards and reports. AI and ML technology get the pulse on the real-time field data and predict future needs. This could reflect that your technicians need more skill-based training to handle your customers better or that you need to pay more attention to your scheduling algorithm because your first-time-rate is taking a hit.
Reviewing this critical data time and again helps field service organizations to turn proactive rather than the traditional reactive approach.
This is a win-win for both customers and the client – customers know in advance what needs their attention, and field companies add to their trust and loyalty. All this results in repeated business and more transparency.
Artificial intelligence in field service management has limitless possibilities
- Dynamic scheduling uses data on technician skill-set, availability, inventory, and customer preferences to boost first-time fix rates.
- Intelligent technician dispatch and routing based on real-time traffic conditions, weather, and geolocation batching
- AI-powered field operations that predict outcomes and swiftly resolve or elevate customer issues resulting in more satisfied customers.
- IoT-enabled devices communicate with each other as well as with the service center eliminating human intervention.
Field service management is evolving from being a manually handled activity to more advanced, automated, and tech-enabled. Several new real-time functionalities are being integrated to provide both – the customer and the client with live information and field visibility.
AI and ML technologies make field operations more smart, automated, and intelligent in the modern virtually connected world. The modern field service management will be more connected and disruptive thanks to the high-end automated tools thereby, improving customer experience and service profitability.
Transform your field service operations with AI-driven automation with Dista – an AI enabled field service automation software!