Field service is 95% on board with AI but these legacy issues need attention
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ZDNET's key takeaways
- Ninety-five percent of field service organizations use AI.
- Firms see higher revenues when they deploy AI effectively.
- However, training issues and data silos can slow adoption.
Almost all (95%) field service organizations now use AI, and 85% plan to increase investments over the next two years, according to Salesforce's State of Field Service research, a survey of over 2,300 field service professionals across nine countries. Here are other key findings from the research:
- AI is working: For companies with connected systems, AI is driving measurable results; 57% using AI-powered scheduling and dispatch report higher revenue per job and higher mobile worker productivity.
- Workforces are strained: Two-thirds (66%) of leaders report increased mobile worker turnover during the past two years, citing insufficient training or support when new technology is introduced as the number one driver.
- Data siloes...
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