5 ways artificial intelligence is making field service management smarter (Part 1)

US-based market research firm Forrester is predicting that investments in artificial intelligence (AI) technologies will grow by a staggering 300 percent annually. While AI is expected to grow in some industries, you may be surprised to learn that field service AI also has important applications in the field service management (FSM) sector.

That’s because, in their continuing search for operational efficiency, FSM companies are embracing field service digital transformation and AI technology. This means that paper work orders, manual scheduling tools, as well as file cabinets with service contract records are being replaced by software-based FSM solutions.

Indeed, field service AI enables automation of the work order lifecycle, from scheduling and monitoring field service technician status to customer communications and real-time planning. The result is a smoother and more seamless workflow, greater accuracy, as well as an optimal customer experience.

For FSM organizations, field service AI is particularly relevant for the collection and analysis of data from connected equipment, the sharing of information between equipment, and the scheduling of field service technicians. This underscores the crucial role of service management AI in modernizing processes.

Moreover, because AI algorithms have now been built into turnkey AI solutions, service companies get the benefits right out-of-the-box, without having to call on data scientists or invest in costly IT systems development.

Here are some ways field service AI is making a difference in field service management:

1: Optimized route planning

Scheduling field service technicians is difficult because it is complex and time-consuming. Many parameters need to be considered: the nature of the work order; the skills/certification required for the job; the availability of spare parts; travel time under variable road conditions; field service route optimization, and the time needed to complete the work order. Moreover, with the integration of spare parts management software, the company’s technicians are provided with the necessary parts, minimizing downtime and boosting productivity.

Praxedo’s SmartScheduler ― a turnkey solution ― uses field service AI to automate all of these vital scheduling tasks.

Automated work order planning

Field service AI can automate all or part of the planning process. By collecting and analyzing data quickly and efficiently, AI saves planners valuable time. Plus, it’s as easy to do as clicking one button.

Optimized routes in real time

Field service AI can optimize routes in real time in response to emergencies and unforeseen events. These might include a field service technician’s absence or delays in traffic. In such cases, the software automatically communicates route changes to field service technicians, keeping everyone in the loop. In the near future, it’s expected that field service route optimization will be fully automated by AI technologies.

2: Chatbots provide customer support

Field service AI, in the form of AI chatbot customer service, is also being used by inbound customer call centers. Customer support chatbots converse with callers using natural language. Typically, the chatbot guides the customer through a sequence of pre-recorded questions and answers, in addition to collecting customer- or work order-related information. Machine learning, the underlying AI technology, analyzes and interprets customer interactions, learning from each one. As a result, the field service AI system can continuously improve the quality of service provided.

Manage work order priorities

At the service organization call center, AI chatbot customer service can help operators to enter and prioritize work order requests based on a question/answer library built from the organization’s work order history. They can quickly and efficiently handle the majority of customer requests, including those that are simple and routine. This allows operators to focus on out-of-the-ordinary and more complex customer service cases.

Handle work orders more efficiently

In the case of a routine failure, a field service chatbot can offer remote assistance so that a field service technician can be dispatched to a customer site. This is possible because the chatbot has real-time access to customer and equipment information. When a sensor on the equipment is connected to the information system, the chatbot can access the fault or error reports. As a result, it can diagnose the failure and identify the correct way to resolve it — without requiring a maintenance technician. Customers love remote assistance. Their equipment can be fixed quickly and they’re able to get back to business. FSM companies are winners, too. Their field service technicians can give more time to more complex work orders.