If you aren’t living under a rock, you know that artificial intelligence (AI) is the hot topic in technology—of all types, including field service management software solutions. If you are already tired of hearing about AI, we’re sorry. The topic isn’t going away soon. Forbes reports that AI fatigue is very real and may interfere with enterprises adopting new technologies. Employees can be overwhelmed with the continuous adoption of new solutions, new apps, and new processes. But there is no ignoring the massive benefits. So, buckle in. The AI flurry is still coming.
In our 2025 predictions, we addressed this issue and called it the “elephant in the field service van.” Adoption of AI applications is inevitable, even if there are naysayers who fear interstellar world domination of robots and sentient computers. Don’t worry. The Jetsons hardly ever had to unplug Rosie the robot maid. And, Data, the only android in the Federation of Planets, is very polite, just like C3PO. So, what can go wrong?
2025 will likely be safe from diabolical robots and roque laptops. Adopt AI-driven innovations, with the usual safeguards, like security, backups, firewalls, and quality control. Also, focus on results. Value is essential. Most organizations are done with proof-of-concept projects with vague applications. Instead, proven technology with tangible, measurable value will continue to be in high demand. Market conditions, demanding customers, and the shortage of skilled workers press enterprises to find ways to work smarter, using fewer resources. AI provides that ability.
For companies that perform field service, AI-driven applications bring huge value. We predict that software designers will continue to find ways to embed AI capabilities into core solutions. AI will be a part of daily operations, critical decisions, and routine processes. The benefits will add up.
IDC projects spending on AI could reach $227 billion in 2025 and that 67% of that will be used by enterprises to embed AI capabilities into their core business operations. It will become part of daily operations, hidden in the background as solutions push recommendations, automate tasks, summarize findings, and predict likely outcomes and best methods for solving problems, small or large.
For service companies, that means helping to apply insights to critical tasks or decisions, like helping a field technician determine the best course for quickly assessing and repairing an appliance that is not working as it should. The solution can present previous repairs to similar symptoms that proved successful, provide links to related knowledge bank entries, and connect technicians to related manufacturer recalls or suggestions for parts upgrades. Such prompts can help accelerate the resolution of service calls.
AI also helps optimize scheduling and dispatch, maintains proper safety stock of parts, and automatically informs technicians about the customer’s extended warranties and service agreements. At various decision points, embedded AI capabilities help users review options, associated costs, and previous choices. This information helps users make well-informed decisions.
In 2025, organizations will also become more realistic about AI expectations. They will recognize that incorporating AI into the essential workflows is a long-term endeavor, one that their solution provider can provide through ongoing releases and updates. Specific goals, like improving first-time fix rates, should be the driving force behind where and how to bring AI technologies into the enterprise.
Have you downloaded our 2025 trends paper yet? If not, now is a good time to catch up.
ServicePower
ServicePower : January 28, 2025
