Field Service Technology Trends: Improving Processes With AI & Machine Learning

In the competitive landscape of field service industries, new technology is introduced constantly. It’s essential that business owners keep an eye on these emerging field service technology trends, always analyzing which they might leverage to improve business processes and gain a competitive advantage. The right technology stack will help you provide superior service and attract loyal customers. 

Here are some of the top field service technology trends to consider adopting in 2021 to improve your business.  

2021 Field Service Technology Trends

• Artificial Intelligence (AI) Chatbots can take care of repetitive, automated activities, allowing workers to focus on more complex problems and delivering a more personalized experience. Chatbots harness the power of machine learning (ML), meaning these tools learn from human answers and get better at answering each customer question appropriately. A chatbot could automate a significant portion of a field service company’s chat interactions, streamlining and improving communications for customers, field service technicians, and office staff.  

• Mobile Technology & the Cloud are some of the most valuable and productive tools available in field service management today. With cloud-based SaaS applications like RazorSync, mobile devices allow technicians to bring up-to-date data to the field on a centralized, knowledge-based platform. Instead of unnecessary calls to the office, technicians can adeptly solve problems themselves if an issue comes up in the field. While mobile technology is not new, its use and capabilities in field services are expanding all the time. Businesses that wish to maintain a competitive edge will continue to invest heavily in mobile technology in the coming years.  

• Knowledge Automation (KA) Technologies combines ML with content and analytics to provide businesses with strong tools such as knowledge campaigns, in which KA technology identifies knowledge gaps then corrects them with curated content. KA systems deliver the right information at the right time by constantly measuring what people are doing on a specific job or task alongside ML. Finally, KA technology can assist staff with mundane, low-level tasks, and reduce errors in mistake-prone processes like data transfer. 

• Customer Portal Software caters to customers’ growing desires for technology—a major force behind the reshaping of the field services industry—with customers demanding more than ever from companies, technicians, and software. Customer portals serve this on-demand mentality by offering scheduling, appointment updates, billing, and more at any hour, in the palm of your customer’s hand. On the internal side, a customer portal allows office staff and field technicians to see conversations and customer actions within the portal. AI and ML work in harmony to automate processes accurately, for example, the capability to identify if and when a field technician is stuck in traffic and provide updates to the customer accordingly. To learn more, check out our recent blog post: 5 Reasons You Need a Customer Portal.

While technology is just one component of your business, the right technology can change it dramatically. See how RazorSync can help transform your business with the industry’s top-rated field service management technology. Get in touch today, or sign up for our free 14-day trial here.