Why AI won't replace Field Service

When faced with the rapid growth of artificial intelligence technology in today's labor market, employers probably think of automated processes that make work easier, faster, and more efficient. On the other hand, employees probably fear losing their jobs and being replaced by a machine.

Common examples of field service businesses include repair and maintenance, customer support, inspections, and consultancy.?

The daily processes of a field services organization can be complex. It can involve scheduling work orders, dispatching technicians, tracking labor hours and job status, and invoicing. Things like coordinating with technicians, sending out invoices promptly, and managing inventory becomes even more complicated when part of the business is on the road.

When it comes to field service, the most vital part of the business is the workforce.

Field service engineers and technicians are the representation of the company. Although their primary duties are repair and maintenance, they are also responsible for communication with customers and upselling opportunities. Therefore, experienced engineers are necessary for running a smooth field service business.

The role of a field service engineer within a company is highly varied and complex. While most of their work will be related to facility management and maintenance, they may be called upon to devise more complicated plans for improving operational efficiency and safety. They must be able to manage people, communicate effectively, and develop an in-depth understanding of the technical side of businesses.

While AI is designed to replace manual labor with a more effective and quicker way of doing work, it cannot override the need for human input in the workspace.

According to Salesforce 2023 Insights :

86% of decision makers at companies with field service teams believe the teams are critical to growing the business

52% of high-performing field service workers say their company’s management views customer service as a revenue generator

82% of organizations with field service depend on their mobile workers to upsell products and services

94% of service professionals in high-performing organizations cite productivity as a major or moderate benefit of field service management

Today, 88% of customers say the experience a company provides is as important as its products or services, and 94% say service influences repeat buying decisions.?

Field service teams are often a company’s first physical contact for customers — a vital role that, if done well, can lead to loyal customers. In fact, 86% of decision makers at companies with field service teams believe these teams are critical to growing the business.

With product expertise and knowledge of customer purchases, service history, and usage data in hand, field service teams can tailor recommendations to every customers’ unique needs. That’s why 82% of organizations with field service depend on their mobile workers to upsell products and services.