Invasion of Bots in Field Service Industry

As A.I. helpers like Alexa, Siri and Google Assistant become more and more accepted, the next frontier will move from how to manage and access schedules, find out about traffic, track packages, etc. to the BOTs in Enterprise SaaS applications specially Field Service Industry.

Intricate knowledge of business data coupled with AI & Natural Language Processing  will usher in a whole new wave of Efficiency in Field Operations & a sophisticated Customer Digital Experience. We are moving away from the automated voice instruction era of pressing numbers to book an appointment or an inquiring about a service request. Then, we are faced with the problem of deciphering the secret combination to speak to a customer service representative. Each call has a cost for business and the whole process leads to a horrible customer experience. Can anyone of us remember a customer service experience they enjoyed?

AI & NLP based BOTS will create a friction-less customer experience

Bots will  enable technicians to collect and present information regarding an issue even before they arrive at the customer site. These technicians will use bots as a major workforce resource whenever they are baffled. The technology will start making rookies perform like pros. An industry plagued by high employee turnover, an aging skilled workforce and a bad customer experience will need these to stay relevant, competitive & profitable.

Welcome to 24x7x365 day Customer Support manned by BOTS

In the future, customers will be interacting with Robo BOT agents who will run all service operations on AUTOPILOT mode with minimal or no human intervention. The big data based learning and predictive algorithms running behind these BOTS will constantly become smarter and smarter as every digital interaction will be stored and codified just as Netflix provides you with intelligent recommendations based on your and others history.

Competitive Advantage for Businesses

Just as Cloud & Mobile are fostering an easy & rapid deployment of Field Service Software even smaller enterprises can deploy highly efficient automated solutions, rapidly. BOTS will help companies with limited resources by delivering services & incredible customer service experience which is even better than larger enterprises at almost zero cost. We are entering an era of rapid technological changes like Augmented Reality, AI, Big Data, Mobile & Cloud that will forever change how we previously interacted with humans.