Future-Ready Field Service: Leverage AI and AR for Field Service Optimisation
Atheer Field Service: Artificial Intelligence (AI) and Augmented Reality (AR)
The field service industry is revolutionising, with organisations embracing Artificial Intelligence (AI) and Augmented Reality (AR) to transform how companies operate and interact with their customers. Atheer offers many benefits, including streamlined customer interactions, remote triage and troubleshooting, virtual collaboration, improved workforce training and management, and enhanced warranty management. By integrating AI and AR into field service operations, organisations can optimise service delivery, increase efficiency, and provide exceptional customer experiences.
Gartner predicts that by 2025, over 50% of field service management (FSM) deployments will include mobile augmented reality collaboration and knowledge-sharing tools, up from less than 10% in 2019.
According to MarketsandMarkets, the global field service management market will grow from USD 3 billion in 2020 to USD 5.1 billion by 2025, with increasing demand for mobility and real-time visibility solutions.
ARC Advisory Group's Field Service Management (FSM) market research reveals several drivers, like Artificial Intelligence (AI) and Augmented. Reality (AR) is converging to drive growth.
Leveraging AI for Process Optimisation and Predictive Maintenance
AI has transformed field service operations by optimising workflow processes and enabling predictive maintenance. With real-time data analysis, AI algorithms identify the most efficient workflow for technicians, considering technical competency and job priority factors. Atheer improves service availability, reduces operational costs, and enhances efficiency. Additionally, AI-powered predictive maintenance tools analyse equipment data to detect anomalies and predict potential failures, enabling proactive scheduling of maintenance operations. By minimising machine breakdowns and optimising maintenance workflows, field service organisations can reduce costs, improve productivity, and ensure customer satisfaction.
Empowering Field Technicians with AR-Powered Remote Support
Atheer AR technology enables field technicians to provide remote triage, troubleshooting, and support. Using AR-enabled mobile devices, technicians can collaborate with remote experts in real-time, receiving step-by-step guidance throughout the service process. This remote support reduces the need for in-person visits and enhances first-time fix rates. Technicians can leverage AR to access virtual tools, such as laser pointers and electronic markers, to highlight specific parts of equipment or systems. Furthermore, AR allows technicians to access digital product information, such as service manuals and diagrams, improving their ability to diagnose and resolve issues efficiently. By empowering technicians with AR-powered remote support, field service organisations can overcome workforce shortages, improve service quality, and enhance customer satisfaction.
Augmented Reality (AR) technology has spatial and object recognition capabilities to highlight specific equipment or system components. Improving triage and problem resolution by up to 42%, reducing the need for on-site technical support.
According to the Service Council report - Voice of the Field Service Engineer 2023, 52% of field service technicians face challenges accessing service manuals, and 48% need access to a knowledge base.
Revolutionising Workforce Training and Management with AR
AR technology offers significant advantages in workforce management, particularly in onboarding and training processes. Traditional manual onboarding and training methods are time-consuming and expensive, diverting resources from essential work-related tasks and services. AR-powered training provides comprehensive and flexible options, enabling technicians to access virtual tools and receive real-time guidance. By streamlining the training process, AR technology accelerates the development of skilled technicians and lowers costs. Additionally, experienced technicians can record their AR sessions, creating valuable training resources for new technicians. With AR, field service organisations can build and manage a skilled workforce efficiently, mitigating the impact of workforce shortages.
For example, using Augmented Reality technology, Lockheed Martin reduced engineer training time by 60% and increased proficiency by 50% to 70%.
Field Service Priorities for Customer Loyalty and Satisfaction
Analysing customer feedback with AI to gain insights is essential for improving service performance and customer experience. AI systems analyse customer service levels, product information, service history, communication channels, and buying trends to anticipate customer needs, enabling personalised recommendations and offers. By leveraging AI, field service organisations can refine operations, address customer pain points, and achieve higher customer satisfaction rates.
The ability for customers to access self-service information provides a proactive approach with many cost benefits to the organisation and service network. Field service management software facilitates companies to become more efficient and productive.
Intelligent Scheduling and Dispatch
With real-time data analysis, AI algorithms can analyse historical, real-time information and external data sources such as traffic conditions to optimise technician scheduling and dispatching. AI can make real-time decisions that result in more efficient routes and faster response times by considering a broader range of open data sources and variables that might be neglected, such as real-time traffic patterns, service resolution times, and individual technician skills.
Optimising Warranty Management with AR
Warranty management is crucial in field service organisations' financial performance and customer retention. AR technology offers valuable tools for improving warranty performance and generating additional revenue. AR enables upselling opportunities and enhances warranty coverage by providing technicians real-time access to customer warranty information. This proactive approach strengthens customer relationships and improves warranty performance. With AR-powered warranty management, field service organisations can maximise revenue potential and deliver exceptional customer experiences.
The Future of Field Service: AI and AR as Key Enablers
AI and AR technologies will drive the field service industry's future. As market projections indicate, the adoption of AI and AR is expected to grow significantly, offering transformative solutions for field service organisations. By embracing these technologies, companies can optimise service delivery, increase efficiency, and provide exceptional customer experiences. Integrating AI-powered tools streamlines technician, third-party and customer interactions, while AI-driven process optimisation and predictive maintenance reduce costs and improve productivity. AR empowers field technicians with remote support and enhances workforce training and management while revolutionising warranty management. As field service organisations leverage AI and AR, they position themselves at the forefront of innovation, ensuring their competitiveness and success.
Embark on a transformative journey towards unparalleled field service optimisations by embracing the dynamic synergy of AI and AR technologies. Discover how these cutting-edge innovations can revolutionise your operations, streamline processes, and elevate the overall efficiency of your field service teams. Dive into a realm where technology meets excellence and propel your organisation into the future of service delivery. The future of field service is here, and those who embrace these technologies will thrive in digitising their operations.
About Praxworxs
Praxworxs, a leading technology solutions provider, stands at the forefront of digital transformation, empowering a connected workforce for global organisations. We aim to elevate organisational productivity, improve learning outcomes, and drive service performance and workforce productivity. Our accomplished team of industry leaders remain dedicated to optimisation, innovation, and transformation. Established with a commitment to improving business operations, Praxworxs has carved a unique niche for itself in the world of technology. As a trusted Atheer Global Partner, we maintain, foster, and incorporate the highest technological innovation and business practices standards into our work.
About Atheer
Atheer Field Service Management software helps manufacturers transform service into a high-quality, real-time, remote-first customer experience. We increase remote resolution in the call centre with AR Remote Assistance, improve technician first-time-fix-rates with sophisticated knowledge delivery, and enhance customer and partner experience with self-service process digitisation on a single, unified platform. Our customers gain unprecedented visibility into actual work execution across their extended service network, allowing them to optimise their business rapidly.