In our continuing series on our predictions for trends that will have a high impact in 2025, we look at #3 in our list: predictive tools will become more reliable and more essential.
In 2025, the ability to foresee likely events and take proactive steps will be more important than ever. This capability is tied closely to artificial intelligence (AI) and predictive analytics, which examine data, find patterns, and predict the next likely incident in a series. You already use these capabilities in your everyday consumer life if you use streaming platforms or shop online.
Predictive abilities have been in place for years, first gaining momentum with applications that could predict which movie or song selection you would like. Business applications have evolved from automatic form completion to tools that predict how to optimize a schedule or suggest which service technician should be assigned to a particular service request.
As predictive abilities become more accurate, they will be more trusted and open doors for use cases of increased value. For field service organizations, predictive abilities are already being successfully used in several applications, such as scheduling and assigning technicians to service requests.
Predictive insights operate in the background of modern service management solutions, performing critical roles that go on throughout the service lifecycle, from helping call center agents answer questions about warranties to helping dispatchers identify customers with service agreements or service requests that need specialized attention. Smart solutions help optimize scheduling. Predicting how to fit more service calls into a day without compromising customer satisfaction.
In 2025, we will likely see field service predictions become even more strategic, helping managers understand future staffing requirements, when to expect surges in service requests, when to replenish parts inventory, or whether repair or replacement is the best recommendation to offer customers.
Read the complete Top Field Service Management Technology Trends for 2025 report here.
ServicePower : July 10, 2023
ServicePower