Automation is the final frontier for customer service. Customer service implementations will continue evolving and embracing automation to eventually have self-service and chatbots supporting sixty to eighty percent of interactions in an automated customer service solution.
Automation holds the most promise for field service when putting together the three areas we have discussed in this paper because it cannot happen without proper data management (it is about the data, after all) and without optimization sowing the way for automation to happen. We are seeing early indication that AI can be used to automate two key processes in FSM:
● Workload management. Most of the use of optimization for workload management, while successful at managing workloads, failed to address two key issues: timing and recurrence. While most companies did optimize their workload based on past data, the questions to ask, the preparation of algorithms, and the processes were intransient. Adding artificial intelligence can manage workloads constantly, not just occasionally, and can even do it automatically. This will change the resource allocation for FSM and align it with corporate transformation strategies.
● Dynamic FSM. Embracing ecosystems, the natural outcome of the technology changes brought out by digital and business transformation initiatives, prepares the organizations to deliver dynamic, real-time-influenced experiences to customers as they demand and need them. For FSM to adapt and comply with this model, it is necessary to create dynamic processes and outcomes, and those are only possible in fully automated implementations driven by machine learning and artificial intelligence.
This is not to say that these examples are the only way these technologies can help. Nor that these are the only technologies: we did not cover IoT because it is becoming an entire new model for field service that will need these three technologies adopted and in place first to deliver strategic value. We are already seeing vendors deploy IoT in projects that are showing promise; time is going to improve these models over the next few years. The value FSM generates will grow by magnitudes with these elements in place.
The bottom line: Disruptive innovation, digital transformation, and the evolution of mobile-first solutions for field service will make it a cornerstone of an end-to-end experience generation infrastructure where customers and organizations can co-create value: customers will be fully covered in their needs for support and organizations will embrace continuous optimization as the way to get there.
FSM today is not your parents (or even grandparent’s) model anymore – it is a critical part of solving the pains of mobile workers and remote operations being part of a dynamic working model to deliver a transformed business.
And that’s what you parents wanted to see FSM do.