Transform field service operations with Generative AI

Leverage GenAI-powered field service framework to reduce technician assist calls and dispatch costs by 50%

In today’s experience-driven market, field service is a critical differentiator for enterprises. Despite the significant digitalization efforts, traditional field services remain reactive, inefficient, and costly. Enterprises are grappling with rising volumes of field technician dispatches, increasing customer churn, and operational overhead resulting from repeated visits and prolonged issue resolution cycles. “20–30% of all field service dispatches are repeat visits, costing $100–140 per visit, primarily due to unresolved issues during the initial service attempt” – Aberdeen report. This is typically due to inadequate access to service history, a lack of contextual intelligence, and an over-reliance on backend support teams. Additionally, field technicians rely more on support centers for installation and repair services, leading to an increase in calls for guidance, diagnostics, or additional information. The support agents charge an average of $20-30 per call, thereby straining resources and increasing operational costs.

Enterprises should shift towards a Generative AI (GenAI)-powered field service approach to address these issues and redefine how field services are delivered, making them intelligent, autonomous, and proactive. Whether it’s a fiber technician addressing last-mile connectivity, a smart meter installer troubleshooting edge device faults, or a hardware engineer servicing campus Wi-Fi deployment, a holistic GenAI-powered approach can help deliver faster, more innovative, and effective field interventions.

Implementing a GenAI-powered field service framework can equip technicians with AI-generated, real-time, and contextual insights for installations, repairs, and diagnostics, thereby reducing the time spent on calls or rework and improving installation and repair services by 40%. It also facilitates 2x acceleration in assisting field technicians, 50% reduction in dispatch costs , and a 50% improvement in efficiency with quick and easy access to customer and facility data.