How Artificial Intelligence Will Change The Field Service Industry

Replace or enhance? That’s the question many people ask when discussing implementing artificial intelligence (A.I.) in the workplace, fearing that computers will put them out of a job. Just this past September, Forrester released a report saying that 6 percent of U.S. jobs may be replaced by A.I. and bots by 2021. For employees, this may sound ominous, but it requires an explanation of what jobs, and what aspects of jobs, are evolving as a result of A.I. Companies across industries are beginning to leverage A.I. and virtual assistants to streamline communication with customers and increase productivity. The field service management industry, for example, is beginning to tap into A.I. capabilities to enhance workers’ skills and improve efficiency. With A.I.-powered bots emerging as a new channel for customer service and…


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