Artificial Intelligence Technology Tools for Field Service Management

field services - FSM tools for technicians
field services - FSM tools for technicians

AI technology provides smart Tools for Field Service Management and support field operations

Externetworks helps you automate field service scheduling and maximize work according to your needs, which allows your company to run more efficiently and improve customer service.

A Field Service Company’s Use of Artificial Intelligence

In recent years, AI has increasingly been used in field service management. The following are some of the ways it supports improvements in the field and speeds up delivery:

  1. Dispatching and scheduling jobs

Through intelligent analysis of various data sets, AI programs predict the success of jobs by employing various algorithms. Technicians can fix issues on their first try, thanks to this change.

The predictive technology frees dispatchers up to make more calls and reduces repeat visits by asking customers the right questions before technicians arrive on-site.

AI technologies, which automate scheduling, change how schedulers manage their workloads. With real-time AI scheduling, staff can focus on more difficult assignments while AI will manage easy, quick-win scheduling tasks for them while freeing up time for them to manage more challenging ones. A similar process of categorizing jobs based on a technician’s skill set, location, and availability enables AI technology to overcome problems with repeat bookings or inappropriate requests.

  1. Monitoring and Predictive Maintenance

An AI-driven field service management solution helps companies proactively address field service needs. Artificial intelligence allows more accurate forecasting through its use of a variety of data. By doing this, potential failures, errors, and interruptions of field service are prevented. As a result, workers become more productive.

Using AI technology, route management can be optimized in real-time, which is particularly useful during an emergency. In such a situation, a technician will be able to decide whether they will be able to reach a site or otherwise find an alternate or nearby technician who could assist in addressing the issue.

Field Service companies can better address problems and reduce negative cost implications by anticipating and addressing unplanned or unforeseen circumstances before they occur.

  1. Computer Vision Artificial Intelligence

Images, videos, and a variety of other visual data are processed by computer vision algorithms and analyzed. Using pattern recognition, they perform complex assessments in the same way as humans.

Therefore, Computer Vision AI can interpret a technician’s problems and provide solutions based on the images it sees when they seek additional expertise on specific areas of a job—where they may lack knowledge. What does this mean in practice?

Stage 1: Photographs are taken by technicians using their smartphones, after following instructions on the app

Stage 2: By detecting and recognizing certain aspects of an image, neural artificial intelligence networks process it

Stage 3: Technical assistance is provided by the system by sending back information about the problem

Stage 4: Techs sent back new images once they resolved the issue

Stage 5: Once all issues are resolved in the photo, AI confirms the job is done

  1. A Knowledge Base for Guidance

It is a great idea to provide field technicians with up-to-date knowledge bases so they have the required tools to solve issues on their own.

Nevertheless, sometimes they may not be able to locate the information they need or may not be aware of where to look. Field service technicians can use artificial intelligence to assist in finding the solutions they need.

AI can comprehend any written or spoken language using technology such as Natural Language Processing. Through the summarization of a larger amount of text, AI is providing technicians with information much more rapidly than they could have by themselves.

Field Service Management Areas Where AI Can Help

There are many ways AI can help managers improve service delivery in a significant and lasting way, even though the industry has embraced AI in recent years.

  1. Providing an excellent customer experience

Field service management is all about keeping customers and clients happy. The use of AI in field service management can help. Companies can keep customer communication consistent with AI-driven communication channels because there are fewer opportunities for in-person interactions due to the Covid-19 pandemic.

With AI-powered chatbots, it is possible to provide 24-7 help desk support. Chatbots are available at any time, so they can provide support to customers whenever they need it. General inquiries are handled by these specialists, as well as guiding customers through the knowledge base.

Customers can also control their own experience through self-service portals. You can register maintenance problems with self-service, upload photos, and schedule maintenance yourself. In addition to ensuring customer satisfaction, this will speed up maintenance.

  1. Prioritization and optimization of field jobs

Machine learning and AI can handle tasks that we do not want to do, which is what makes them so useful. Putting customers’ needs and any KPIs into consideration, for example, enables companies to prioritize based on location, type of machinery, skill levels, and customer needs. Technicians and dispatchers are also able to optimize their time this way.

Automated artificial intelligence systems are also capable of scanning service requests and creating priority lists for customer tickets. Intelligent AI can manage the scheduling and dispatch of technicians efficiently by analyzing data and gleaning insights from historical activity.

  1. The accuracy and efficiency of field service work

There is usually a lot being done to reduce the potential for human error and boost accuracy in field service teams. Yet, in reality, staff teams must deal with a lot of work and need as much help as they can get.

Artificial intelligence can dramatically improve levels of service efficiency through predictive and proactive maintenance. AI makes field service technicians’ work simpler by delivering timely notifications when a repair is needed and by anticipating possible problems using the infrastructure of IoT devices that track and monitor progress.

Furthermore, AI enables technicians to be on time for a job by adjusting their arrival time based on the priorities of the business. It may also take into account other factors. With AI-powered intelligent dispatching and inventory management, any changes in scheduling are managed in real-time so that technicians have the right information and tools to achieve a higher first-time fix rate.’s field service management solutions handle scheduling, invoicing, billing, and dispatching. Sign up today to learn more!


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