1、WHITE PAPERDrive Field Service Excellence through AI,Automation and DataContent2Chapter 1 Introduction11Chapter 2 What are the Current Challenges Facing the Industry?25Chapter 3 Can AI-based Technologies Fill the Gap?31AboutCHAPTER 1IntroductionAlthough technicians who are in the field are on the fr

2、ont line of your business,back office processes remain critical by assisting your day to day field operations via connected,mobile,customizable and scalable back office solutions that are seamlessly integrated.From issuing work orders and immediate invoicing to up-to-the-minute reports on inventory

3、and quick dispatching,a two-way flow of infor-mation and real-time data allows for improved workflow,better consistency and less opportunities for errors.Most field service organizations have had to limit in-person visits to customer premises or close temporarily for on-site work to reduce the expos

4、ure to health risks.These changes have prompted a sharp rise in service call volumes,forcing field service organizations to search for alternative ways to serve customers.Almost overnight,field service delivery has changed radically as organizations of all sizes invested heavily in automated self-se

5、rvice portals and intelligent assistants to resolve service calls from a safe distance.Field service looks very different today but not everything has changed.Agent-assisted service is still a critical piece of the field service puzzle.However,organizations will continue to seek assistance from AI-b

6、ased and automated devices.As talent shortages remain prevalent,field service leaders seem focused on expanding their use of new tech-nology to enhance frontline staff”s ability to perform more complex tasks than previously required.Moving forward,customer-facing agents without deep technical knowl-