Month
September 2017

4 Ways the Field Service Industry can Leverage Artificial Intelligence

Advancements in technology have led to a lot of changes in different industries, but when it comes to implementing artificial intelligence (AI), the fundamental question is whether to enhance or replace the technology in place. Studies have also shown that by 2021, about 6 percent of jobs in the United States will be replaced by bots and AI. For employees, this sounds threatening, but it’s important to figure out the types of jobs that are changing as a result of AI.

Companies across different sectors are now taking advantage of virtual assistants and AI to increase productivity and streamline communication. For instance, the field service management industry has begun tapping into AI to improve efficiency and also enhance workers skills. Also, the emergence of AI-powered bots has streamlined support for clients.

Here are some of the areas where companies are leveraging AI to improve customer service:

1. Automatic dispatching

The emergence of AI in field service software is slowly taking over the dispatching duties. Once it’s integrated into the dispatcher process, bots will take over the human functions since they automatically record inquiries and data. What’s more, they can help in assigning specific duties as well as organizing daily tasks for field technicians.

AI not only streamlines the building of technician’s process but it ensures that field workers are completely satisfied. The dispatcher process oversight has always been a huge challenge for most companies since it’s difficult to determine whether things are running smoothly or whether the dispatchers are behind schedule.

2. Enhances the role of call centers

Artificial intelligence integration into the field service industry can help in completing basic tasks. For example, instead of manually collecting and inputting data, AI can take over such a task which means that employees can focus on responsibilities that require more analysis and insight.

Also, the number of calls received by customer support can be overbearing and overwhelming for agents to keep track. However, with AI in place, you can easily manage a high volume of information by collecting and recording customer service requests. This is important since the call center can easily process basic information which provides more room for customer agents to handle complex issues.

3. Streamline Data Collection

Apart from automatically inputting incoming inquiries and information, it’s also possible to capture vital information and report customer inquiries through AI. This will not only allow the agents to improve on customer service, but it will also increase productivity and streamline the administrative processes. Although it’s nearly impossible to replace agents, it’s easier to automate admin processes, which in turn improves efficiency and allow workers to focus more on important responsibilities.

4. Image recognitiones

AI can streamline the service process, whether it’s installations, preventive maintenance, or break-fix. In fact, it can help technicians to identify parts and make an order, especially if it’s integrated with the service management software. It’s also easier to have a record of parts that are consumed in the context of the work order and enhance swift replacement.

Soon, AI will integrate machines and humans to make them more customer-oriented, responsive, and efficient. Human technicians shouldn’t have to worry since AI wouldn’t replace them, but the “people” component is something that will be enhanced as a result of the change. This will not only improve efficiency, but it should bring about up-selling and cross-selling opportunities.