Your Roadmap To Adopting AI in Field Service

Many field service operations are standing at a crossroads, staring down a future with artificial intelligence (AI).  It’s becoming increasingly clear that AI isn’t just a luxury. It’s a necessary tool to thrive — and maybe even survive — in our rapidly changing industry.

In fact, our research finds that 83% of decision makers in the entire service industry‌ are planning on increasing AI investment over the next year. Is your field service operation ready to join them? If so, you’re in the right spot. This article provides a clear roadmap to integrating AI, no matter how far along your organization is in its AI journey.

Of all industries, field service needs this roadmap. While many operations have adapted to the latest field service management software, such as Salesforce Field Service, some still rely on pen and paper. But I’m here to tell you the destination — a powerful, smart, and fully AI-enabled operation — is totally worth the drive. And it doesn’t have to be all that bumpy.

What you’ll learn:

There are four steps in the roadmap: Foundational, Automated, Accelerated, and Intelligent. Like a good recipe, don’t skip steps. They build on each other. ‌There’s a reason why you don’t start baking a cake by spreading on the icing. 

• Step 1: Foundational — This is where you lay the groundwork for automation by building a sound baseline of data. Start using your field service management software to manually schedule appointments, route your technicians, and manage your service tickets until resolved. At each step, you’re gathering ‌data on where technicians are, what they do, and what they need to get it done.
• Step 2: Automated — ​​With your foundation of data set, it’s time to start automating your most repetitive tasks. After you’ve manually started codifying job specifics — like duration of work, skills, and parts required — the system can start scheduling the simplest of jobs for you. Cases are automatically assigned to the right technicians. Here you are — only on Step 2 — and you’re already freeing up time for your dispatchers. 
• Step 3: Accelerated — Your data set ‌is getting stronger. You’ve automated ‌simpler processes. Now you’re ready to let machine learning handle more complex scenarios. From here, consider using route optimization along with your scheduling. AI computing can factor in job time, fuel costs, and GPS data to create the day’s ideal routes. Now, technicians in the field are saving time, and your work vehicles are being used more efficiently — supporting field service sustainability. 
• Step 4: Intelligent — Your business is fully integrated with the latest AI tools, all built on your own unified data of business processes and relevant information from ‌your customers. Your technicians are fully supported by AI’s in-depth access to your knowledge base. Your management makes better decisions based on AI-powered analysis of your operations, delivered to you from tools like Salesforce’s Field Service Intelligence. Your customers reap the benefits, too. They can schedule and update service requests through the channel of their choice, all with the help of an AI agent, like Agentforce. 

This is the roadmap to field service AI in broad strokes. To help elaborate each waypoint, let’s apply the roadmap to a business. (Back to top)

The roadmap in action

For the sake of illustrating the potential of adopting AI, we’ll use a fictitious business as an ‌example. Picture a small to midsize HVAC installation and repair company. Our imaginary company, Main Street Heating & Air, is expanding. The carbon copies and endless games of customer service phone tag aren’t cutting it anymore. Here’s the breakdown of how Main Street uses the roadmap, adopting AI at every stage of the process and within each pillar of service.

Scheduling

Main Street’s path to AI adoption in scheduling could go something like this. 

• Foundational: The dispatchers begin using drag-and-drop scheduling on Salesforce Field Service.
• Automated: Customers can now book standard inspections through a chatbot, but other service calls are escalated to dispatchers.
• Accelerated: An AI assistant, like Salesforce’s Agentforce Dispatcher, now streamlines scheduling and dispatchers can use natural conversation to quickly find appointments that need attention and take action from a single screen.
• Intelligent: Chatbots are replaced by an AI agent, like Agentforce, which can talk to customers in a natural language, solve complex scheduling problems, and update information in real-time.

Work management

AI adoption in work management might follow this path. 

• Foundational: On-site technicians manually update job information on mobile devices, which syncs with business data in the cloud.
• Automated: Technicians start receiving automated pre-work briefs, written by AI , reporting all relevant information on the customer and previous jobs of a similar nature.
• Accelerated: AI begins providing on-site guidance to technicians, by accessing your company’s knowledge base to resolve issues quickly.
• Intelligent: AI-powered augmented reality (AR) in field service is incorporated to overlay real-time guidance. AI automatically produces post-work summaries, laying the groundwork for future service efficiencies.

Asset management

Main Street’s path to AI-powered asset service management might follow this path. 

• Foundational: Dispatchers and onsite technicians manually log equipment they use into a mobile app, such as Salesforce Field Service, syncing data on what items are used for particular jobs.
• Automated: Main Street starts automating pack lists, suggesting which tools will likely be needed based on upcoming repairs or installations.
• Accelerated: Main Street turns up the dial by letting AI coordinate where mobile workers with particular skills and pre-loaded equipment should be scheduled during times of peak demand, like during heat waves.
• Intelligent: With proactive field service, AI alerts staff when equipment is likely to fail, before it does.   

Communication

Main Street’s communication with customers might follow this path.

• Foundational: Main Street uses ticketing software to manage the intake of all cases, logging vital information on clients and the process of resolving their issues. 
• Automated: The contact center starts using chatbots, letting them handle scheduling for routine appointments.
• Accelerated: Confident in the process, the team develops a knowledge base and lets chatbots powered by generative AI communicate more naturally with customers and offer self-service options. Representatives, in return, are freed up to spend more time with more complex cases that require critical thinking and empathy.
• Intelligent: With an AI agent, like Agentforce, Main Street can now handle customer inquiries 24/7. The agent can take actions, such as scheduling upcoming service and even elevating emergency cases to a service rep. (Back to top)

There are some important caveats to consider when approaching field service AI adoption. 

AI isn’t one-size-fits-all

Adopting AI in field service isn’t a one-size-fits-all situation. Be strategic. Before diving in, assess your existing operations, identify specific needs, and pinpoint the challenges you face. Each business has its own set of pain points and goals, requiring a customized approach to AI implementation.

Do what you can, when you can

Start small. Begin with manageable AI implementations that address ‌specific pain points within your operations. As you gain experience and confidence, scale up with more advanced AI solutions. An incremental approach allows businesses to adapt gradually, ensuring that each step is well-supported and effective.

Prepare for the road ahead 

It was Benjamin Franklin who said, “When you’re finished changing, you’re finished.”  To embrace this moment of change, prepare for it. Encourage your team to engage in training sessions and upskilling through sites like Trailhead. Invite them to join professional groups — like the Serviceblazer Community on Slack — where they can connect with other service employees experiencing similar shifts in their work. Webinars, such as this one on Agentforce’s impact on field service operations, serve as valuable resources for your team. (Back to top)

Salesforce Field Service is already delivering AI solutions to field service operations across the globe. We’re helping teams improve scheduling and dispatch efficiency. We’re helping technicians access real-time data to get jobs done quickly and safely.  Agentforce is already handling repetitive tasks and more so mobile workers and the folks supporting them can focus on complex work — or better yet, scaling their business for future success. (Back to top)

Elevate every field service experience

Make sure your customers get fast, complete service from start to finish. This starts with the right field service management solution with AI.