Episode 302
In this episode of The Unscripted Podcast, host Sarah Nicastro is joined by Maureen Azzato, Portfolio Director for Manufacturing and Field Service Events at Worldwide Business Research (WBR), to discuss the current state of AI in field service. Drawing from WBR's recent research, they explore the industry's adoption trends, successful use cases, and common implementation challenges.
Maureen shares insights on how early adopters are leveraging AI for operational efficiency, knowledge management, and improved customer satisfaction, while addressing concerns about integration, costs, and change management. They also discuss the future of AI in field service and preview upcoming topics for the Field Service Palm Springs 2024 event.
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Episode Highlights:
- [00:11:45] **Current State of AI Adoption**
Organizations are at different stages with AI adoption - about one-third are early adopters diving in fearlessly, while 50% show cautious optimism. Those taking action now are learning and failing fast, while others wait on the sidelines. The key message is that AI isn't just another tool but will become woven into the business fabric, similar to how smartphones and the internet became essential. Organizations need to start somewhere rather than trying to solve everything at once.
- [00:17:50] **Proven AI Use Cases Delivering Value**
The research reveals several areas where organizations are seeing concrete benefits from AI implementation. These include improved operational efficiency through automated scheduling and dispatching, better resource allocation, enhanced safety protocols, and productivity improvements both in the field and back office. Real-time support capabilities and speedier diagnostics are also delivering measurable value, ultimately leading to higher customer satisfaction.
- [00:29:00] **Integration and Change Management Challenges**
Two major hurdles emerge in AI implementation: system integration challenges and change management. Organizations struggle with connecting multiple applications and desire platform-agnostic solutions. The human element presents an even bigger challenge, with workers fearing job displacement. Leaders must address these fears head-on while demonstrating how AI will enhance rather than replace jobs, especially given the persistent labor shortage in field service.
- [00:34:55] **Future Vision for AI in Field Service**
Looking five years ahead, the industry is moving beyond predictive maintenance toward more proactive and prescriptive service models. AI will enable systems to take corrective actions before problems occur, while robotics will play an increasing role. The traditional break-fix model is expected to become obsolete as organizations leverage AI to deliver more proactive service experiences that drive higher customer satisfaction.
- [00:42:32] **Broader Industry Evolution**
Beyond AI, the field service industry is grappling with several interconnected challenges including succession planning, culture shifts, remote service capabilities, and supply chain optimization. The next generation of leaders is particularly focused on creating organizations that align with employee values while addressing skills gaps and technology adoption challenges.
Quotes:
"I think what changed everything was generative AI... it was generative AI that really was the sea change in being able to take large amounts of data and text and information and pour it into a solution that can give you real value." - Maureen Azzato
"The biggest challenges I hear about actually is integration... what the market is looking for is give me a platform that's agnostic where I could plug and play no matter what I want to plug into it." - Maureen Azzato
"The field service engineer and technician is going to be doing a lot higher level activities now because of AI. They're going to be that trusted advisor... the eyes and ears of service organizations." - Maureen Azzato
"Find one thing that you can do that will have a big impact. What's that low hanging fruit that you think you can solve for instead of trying to find that one huge thing that might change your world." - Maureen Azzato
"AI can help us be better corporate citizens, environmental citizens, be more efficient... when you're a more sustainable company, you're also probably a more profitable company." - Maureen Azzato
"Service is going to move to just be more proactive in all areas... the break-fix model is not going to be anything that's going to sit around for very long." - Maureen Azzato