Artificial Intelligence and Machine Learning in Field Service
The intersection of artificial intelligence (AI) and field service is not new. While the increasing sophistication and proliferation of AI-driven applications has moved new developments to the forefront, ClickSoftware solutions for mobile workforce management have used AI for predictive field service from day one.
The simplest way to define artificial intelligence as it relates to field service software is as the ability to optimize every aspect of field service delivery—even without prior programming. By processing real-world data and running simulations based on various objectives, Click enables a smarter, more efficient workforce with benefits delivered in real time.
Learn about the key benefits of AI in ClickSoftware field service solutions:
Artificial Intelligence and Machine Learning
True AI and machine learning enable a scale and speed of optimization that would be impossible with mostly manual processes.
The most common use cases for AI in field service include smarter scheduling and route optimization to reduce travel time. But the real advantage comes in mapping optimization to business goals—from SLA compliance to revenue growth—and letting the AI find the right path to each desired outcome.
It’s not science fiction and it’s not a vision for the future. It’s practical AI-based solutions aimed at solving real workforce management problems.
Discover how artificial intelligence is reshaping customer expectations and service industries in these articles from ClickSoftware experts:
- How will autonomous vehicles drive customer experience?
- Is Predictive Maintenance the Secret Weapon in Your Arsenal?
Customers expect great service when something breaks. But in some cases, equipment failure is not an option. A broken air conditioner in an office building is inconvenient. A broken MRI machine poses a more serious situation.
Leveraging the Internet of Things (IoT) has allowed many manufacturers to let smart devices tell them when they need service. Combined with AI and an unsurpassed ability to process all the data inputs from IoT-enabled machines, Click unlocks the ability to predict service and maintenance needs based on historical data. This enables service before the machine fails.
Instead of waiting for something to break, you can proactively address field service needs and prevent failures and interruptions. It’s true for any piece of equipment that consistent upkeep is less expensive than an emergency fix. Prevention is the best medicine—and will keep your customers happy.
Beyond assuring consistent operation and customer satisfaction, the ability to predict service needs enables more accurate forecasting and resource planning. Schedules are optimized to maximize productivity and still leave enough flexibility to manage the unexpected. Predictive travel reduces travel costs in real time, using both historical data and traffic data from Google Maps.
As customer expectations change in both consumer- and business-facing verticals, field service providers are rising to the occasion with customized SLAs and a broader set of KPIs for service.
One of the biggest challenges in this changing landscape is balancing competing service priorities. Travel costs must be manageable, but response times defined in SLAs also have to be met consistently. Customer satisfaction is directly tied to profitability, and also has to be prioritized. Many service customers will define KPIs based on their business—missed customer transactions during a busy period, for example.
Whatever factors come into play, Click can adjust seamlessly and automatically to plan for the right outcomes. Testing different scenarios and weighing variables in simulations can rapidly uncover which changes will have the biggest impact on the top and bottom line.
Field service doesn’t just happen in a 2-4 hour appointment window. Some jobs take several days and involve multiple stages, a multi-person crew, contractors, and the coordination of several pieces of equipment. ClickSoftware is the only field service solution equipped to manage all levels of service sophistication and deliver seamless, optimized results. Our customers in oil and gas, utilities, and communications verticals rely on this ability to track large crews of field service technicians assigned to long-cycle jobs. Real-time weather, traffic, and parts data are integrated to provide a full and accurate picture of the work ahead to ensure it can be completed.
The most experienced dispatchers and service managers still have a limit to the amount of variables they can consider when making scheduling decisions. Click’s AI capabilities make rapid calculations to adjust as needed, minimize disruptions, and maximize the desired outcomes. The majority of changes and problems are addressed in real time without the need for human intervention.
Introduce any number of new variables: more technicians, more or overlapping service areas, SLA adjustments, and any other relevant factors—our solutions can handle it. The ability for our system to automatically adjust to changes in your business keeps your service operations future proof.
ClickSoftware offers the most sophisticated field service management solution—but your data makes it even better. The constant stream of inputs and refinements, and the feedback loop created by adherence to or deviation from the optimized routes and schedules, teaches your system to make better decisions in the future. The more data you provide, the more refined and focused your operations will be over time. The ability to run simulations and crunch massive amounts of data can help you test drive process changes and weigh variables to understand what will work best. Our analytics capabilities provide unparalleled insight into what’s working and opportunities for improvement.