The future of artificial intelligence holds a lot of promise for enterprise systems, and we are already beginning to see its significant impact in automation. In three areas of field service, there are already commercially available, practical AI solutions delivering real business value: enhancing customer interactions, enabling management by exception and quickly masterminding complex scheduling.
First impressions matter, but the initial interaction a customer has with a service organization often involves several missteps — chief among these are long on-hold wait times. Customers are also reaching out through multiple channels including email, chat and social media, and when these data streams go into disconnected siloes, the result is disjointed communication.