Importance of Artificial Intelligence in field service management

On an average day, a field service company may have more than problems to resolve. Whether those are routine maintenance checks or emergency call outs but with half of the technicians in the field, handling such burgeoning issues within the resolution period becomes a dream.
Finding the best technician for the job, and the one closest to the right location, requires service management companies to optimise their resources quickly and efficiently, to address the highest volume of problems while minimising costs and keeping customers happy. This is just one of the multi-dimensional problem-solving elements that Artificial Intelligence (AI) is helping with.
AI Assists customers in a simplified manner
Service companies are using AI for various tasks; includes scanning every single employee’s log they have, to identify the right technician for the job who is closest to the customer to offer an almost immediate appointment. Though not an easy task, this level of detail is critical to meet arduous customer expectations, and thanks to AI. Let’s take a look on how more ways are AI transforming field service today
Work Productivity
Scheduling jobs and managing the mobile workforce is always a big challenge. With the companies adopting, artificial intelligence the problem has got much easier.
Based on the past history, skills, location, priority, tools, and availability of the workforce, job is dispatched to the right person. Thereby it increases the job completion rate in the first visit by ensuring the right worker is assigned with right tools and right skills.
Predictive Maintenance
While most of the companies work on the reactive maintenance approach, AI brings a change. Predictive maintenance changes the game because it detects possible defects and fix them before the failure results. The use of sensors plays a big role. For instance, a boiler sensor reports some malfunctioning error which may stop its working soon. This helps the field technician to do necessary repairs before the problem occurs.
Ideally, predictive maintenance allows the maintenance frequency to be as low as possible to prevent unplanned reactive maintenance, without incurring costs associated with doing too much preventive maintenance.
Data-Driven Decisions
AI monitors end-to-end workflow and data are captured with automation. Continuous data processing and evaluation presents an exact picture with analytics. With AI in use, it is possible to take more data-driven decisions. Reduced repetitive administrative work allows human operatives to focus on predictive analysis.
Thus it streamlines project planning, staffing requirements, inventory management and customer service with analysis.
Personalisation from start to finish
AI technology can take in information about individual customer’s preferences and behaviour. For instance, do you prefer to schedule appointments in the morning or afternoon? How likely are you to cancel your appointment? How much in advance do you prefer to be notified on the technician’s arrival? Any specific technician would you like to request for the service? Through such behaviour analysis, service companies get an opportunity to learn more about their customers, and can better leverage AI software to provide a personalised service experience.
Make your field service business propel forward with the potential of AI
Amalgamate AI to organise the mobile workforce and consequently deliver better services. With organised processes stay assured with increased ROI.