Five Expected Benefits from the Internet of Things & the Impact on Service
A recent report conducted by the Pew Research Center detailed how the advancement in the Internet of Things is predicted to change our lives, both big and small. So what do these predictions hold for service organizations? Here is what the experts are saying.
A strong connection
Today’s mobile-phone and social media addiction has nothing on the technological dependence that lies ahead. By 2025 the Internet of Things will have quickly spread to our bodies, tracking our health and fitness, to our homes equipped with broken pipe and repair sensors, to neighborhood community smart systems, warning infrastructure, electric and traffic problems. This will shift into broader aspects of life such as the environment, with real-time readings on climate and pollution levels to the corporate system, enabling factories and supply chains to seamlessly keep up with supply and demand. An article by TechWorld notes that these initiatives are underway in a few field service sectors.
The Internet of Things and wearable computing will progress significantly between now and 2025
The biggest impact by 2025 will be found in machine-to-machine interfaces, where devices talk to each other, rather than in human-centered communication. Chief scientist for Salesforce.com, JP Rangaswami notes that this machine-to-machine interface is much more than just a fashion-forward computer, but an entire lifestyle change. Devices communicating on our behalf will prove well for service organizations. Respondents in the study mentioned futuristic examples such as apps that monitor and adjust household activities, GPS readouts and sensors that allow for smoother flows of traffic, and micro chipped roadways or buildings that give regular readings on when repairs or upgrades are needed.
Information interfaces will advance—especially voice and touch commands
According to Per Ola Kristensson of the University of St. Andrews, UK, wearable sensors and mobile eye tracking will allow systems to recognize and distinguish the users current location, activity and what they are communicating. Gestures and voice will be the main components in developing an augmented extension of ourselves and our own personalized interface. ‘Search, call, direct, etc.’ will be employed by recognized human actions and sound through their wearable devices, making work out in the field much more convenient for service providers.
Smart wearable devices could protect the privacy of the customer
In the future cloud information will be centrally programmable by the user who can voluntarily install permissions to those who want to access their information. This will significantly alter customer-service relationships, allowing the customer to standardize their own relationship with the company, rather than vice-versa. These personalized relationships will be deciphered through a set of manners associated with smart devices. One might wear a device signaling assistance, approachableness, or familiarity. Likewise, a device can show lack of desire to be followed or helped, altering the way customer service is handled. Google Glass is an early depiction of the future of manner-friendly systems.
We will live in a world of scan-able information
Rather than the inconvenience of holding a mobile device to look up information, the act of searching something on the Internet will be as simple as looking at it. Through the predicted accessibility of projection display products such as Google Glass, users will be able to process scan tags on anything and anyone they encounter hands-free. For service orgs, scanning inventory or tools could increase productivity and ensure efficiency and accuracy for the worker. Gartner predicts that by 2017 this scanning feature will save the field service industry $1 Billion per year.