Artificial Intelligence

7 Ways Artificial Intelligence is Transforming Field Services Management in 2019



Artificial Intelligence (AI) is changing the way businesses run by helping to streamline tasks and organize personnel and resources in real time. In field service management specifically, AI is transforming the way businesses operate by improving communication in the field, optimizing scheduling and routing, and much more. Its overall impact is in helping businesses increase productivity and enhance customer service.

At KloudGin we are using AI to enhance our field services management software and our clients are seeing the impact on their operations. While AI has become an integral part of every business sector, it is particularly significant for the field service business. In field services, tasks are usually varied and employees handle multiple tasks. Employees are regularly coordinating their activities with other staff, switching work between papers and computer, and trying to complete multiple tasks together. This can put a strain on the employee and reduce the overall quality of the task being performed. Many tasks, particularly repetitive ones can be performed by AI, lowering the workload on employees, increasing workers safety, and helping operations run more seamless. It is essential for field service businesses to incorporate AI to automate, instantly connect, and predict activities when managing their resources and personnel.

Here are 7 ways AI will transform Field Service Management in 2019:

1. Simplifying Tasks

Program automation will continue to advance as AI will simplify employee tasks lowering their workload and allowing personnel to focus on more important tasks. AI will help field service staff by making it easier for scheduling and dispatching. This advancement will further help simplify the work of field executives as well as back-end staff in field service businesses.

2. Enhancing Efficiency

Manual work can involve errors but there is no scope of error when it comes to AI driven programs. In field service business, the nature of the work allows for more human errors to occur. With the use of AI, businesses can improve efficiency by reducing the scope of human error and helping staff perform their tasks more easily and effectively. AI will also help staff better document customer requirements and communicate these needs with the field executives. By reducing errors, businesses will enhance their customer services, ensuring continued customer satisfaction.

3. Revolutionizing Customer Service

Maintaining the quality of customer service is an ongoing challenge for many businesses. Conversational AI solutions like chatbots will gain traction for many businesses attempting to maintain a consistent level of customer service quality. In 2019, advanced versions of conversational AI solutions are expected to launch helping enhance customer assistance while lowering the overall cost for businesses.

4. Field Service Mobility

Field Service Mobility, which enables better coordination between the back-end staff and field agents, will continue to play a vital role in helping businesses seamlessly execute tasks. This AI program allows the back-end support staff to connect in real time with field technicians. The instant connectivity allows for more coordination, less error and enhanced customer experience.

5. Intelligent Field Service Cloud

Businesses will transform their field service and customer experience by leveraging modern Big Data for advanced real time scheduling. It has never been easier to create work orders, perform case management, optimize scheduling and dispatch or manage inventory. But the real transformation is when using intelligence-based learning to predict and recommend actions in field service management. Businesses will begin to leverage machine learning and learn from their daily operations and interactions to optimize future actions and outcomes.

6. Predictive and Preventive Maintenance

As AI will predict more accurately future actions and recommend tasks, not only the work experience is transformed but businesses can operate more efficiently. The identification of future issues will help businesses better prepare for future needs and estimate expenses.

7. Increasing Productivity

All the advancements mentioned above will lead to increased productivity levels as processes will be streamlined and efficiencies maximized.

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