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1、The State of AI in Field Service 2021Content2Introduction5Chapter 1 The State of AI in Field Service9Chapter 2 Increased EfficiencyThe Role of Field Technicians with AI15Chapter 3 How to Successfully Deploy AI Within Your Organization26Interview Thomas Cottereau,CEO and Founder,SightallIntroductionT
2、he industrial sector has faced unprecedented changes driven by smart technology in recent years.With the advent of Industry 4.0,it was only a matter of time until AI was ready to work its way into the daily operations of field service organizations.Weve interviewed 110 field service leaders that ser
3、ve almost every industry-from automotive(14.15%)and machinery(29.25%)to food and beverage(4.72%)and Marine(2.83%).With a field workforce of varying sizes,including 11-50(24.53%),201-500(12.26%)and 501+(33.02%),these organizations have given us direct insight into their maturity levels and have enabl
4、ed us to deter-mine if the field service industry as a whole is poised for wider AI adoption.Weve compiled our findings in this comprehensive report,focusing on three major topics:the current state of AI in field service,how field techni-cians benefit from AI utilization,and how to deploy AI within
5、your organization.As field service organizations continue their digital transformation journey,they are starting to see how AI optimizes daily operations,becoming an essential com-ponent for increased field efficiency,predictive main-tenance,customer satisfaction,and overall business success.Further
6、more,AI is helping companies create seamless employee experiences for field technicians who are try-ing to deliver excellent service while also striving to perfect their skills,traveling between repair sites,and more.Easing the burden on these agents is of utmost importance for businesses that want
7、to ensure business continuity.Last but not least,our research shows that todays field service organizations are craving for AI capabilities that can help them improve customer satisfaction,reduce human errors,share information more transparently,enhance employee satisfaction,and increase worker safe
8、ty.By implementing AI in the field,companies can address all of this and more in a way that saves them time and resources without compromising technician efficiency or wellbeing.The industrial sector has faced unprecedented changes driven by smart tech-nology in recent years.THE STATE OF AI IN FIELD
9、 SERVICE 202134INTRODUCTIONINTRODUCTIONSURVEY REPORTINTRODUCTIONINTRODUCTIONUntil a couple of years ago,artificial intelligence(AI)was considered to be the future for field service organiza-tions(FSOs).That future is here and although AI has yet to become commonplace among FSOs,the industry is exper
10、iencing unprecedented adoption of AI and data-driven solutions.Weve turned to our field service audience to explore the current maturity level of most FSOs and understand their focus for the future,hoping to find out where AI solutions stand,how they are deployed,and the impact theyre having on fiel
11、d service operations today.Trends among modern FSOsHalf of our survey respondents(50%)have a proactive approach to field service operations and try to sched-ule maintenance at regular intervals.The remaining respondents are split between those who have a reac-tive approach(31.13%),meaning that they
12、dispatch tech-nicians based on fault reporting,and those who have a predictive approach(18.87%),meaning that theyve implemented remote diagnostics and data solutions to fix problems before they occur.As both the proactive and predictive approach becomes more widespread,FSOs need to consider the righ
13、t tech-nology to effectively support this type of service oper-ation during the deployment,adoption and adaption phases.As most FSOs havent implemented advanced tech-nology solutions like remote diagnostics to support a predictive model,what are the technologies and tools they use to proactively per
14、form their daily field service operations?Most of our sur-vey respondents have a proactive approach to field service operations and try to schedule maintenance at regular intervals.Chapter 1.The State of AI in Field ServiceTHE STATE OF AI IN FIELD SERVICE 20216THE STATE OF AI IN FIELD SERVICETo reso
15、lve or identify issues before the first technicians are sent onsite,FSOs deploy solutions such as phones(80.95%),technical help desk(72.38%),predictive mainte-nance(48.57%),video(43.81%),self-service tools(39.05%),augmented reality or AR(15.24%),and drones(3.81%).Not long ago,video solutions were co
16、nsidered nice to have but not necessary.Based on our data,we can safely say that today,video solutions have reached a different status,becoming vital for modern field service organi-zations to operate effectively and efficiently.Soon enough,self-service tools alongside AR and drones will become just
17、 as important.Because theyre still considered novelties and because the understand-ing of AI is not yet mature enough,these solutions have a seemingly low deployment rate.But,depending on the type of industries they serve,some FSOs will have to implement AR and AI-powered advanced technologies soone
18、r rather than later.00708090100%What tools or technologies are you deploying to resolve or identify an issue before the first technician is sent onsite?0.95%3.81%15.24%AR39.05%Self-service tools43.81%Video48.57%Predictive maintenance72.38%80.95%Technical help deskPhoneNoneDronesSoon enoug
19、h,self-service tools alongside AR and drones will become just as important.THE STATE OF AI IN FIELD SERVICE 202178CHAPTER 1THE STATE OF AI IN FIELD SERVICESURVEY REPORTOne of the oldest myths in the industrial realm is that AI will rise to replace humans.Although AI is starting to disrupt the indust
20、ry at an increased pace,it is not here to replace field service technicians.It is here to assist them.AI solutions are generally designed to reduce human error,take over repetitive tasks,and perform in use cases that are considered too dangerous for humans.Also,it comes in handy when staff capacity
21、is limited.Now more than ever,it is increasingly difficult to recruit and retain field service technicians.Beyond the chal-lenges created by the pandemic in this regard,FSOs are tackling the loss of essential skill-sets due to a retiring workforce and technician turnover.AI solutions are generally d
22、esigned to eliminate human error,take over manual and repetitive tasks,and perform in use cases that are considered too dangerous for humans.Chapter 2.Increased Efficiency The Role of Field Technicians with AITHE STATE OF AI IN FIELD SERVICE 202110THE ROLE OF FIELD TECHNICIANS WITH AIWhen it comes t
23、o access to skilled field tech-nicians in your industry,which statement is most accurate:19.23%33.65%47.12%We already experience a lack/short-age of skilled labour todayWe foresee a lack/shortage of skilled labour in the next five yearsWe do not foresee a lack/shortage of skilled labour in the next
24、five yearsIn fact,47.12%of our survey respondents have revealed that they are already experiencing a lack and shortage of skilled labor today,while 33.65%foresee a shortage of skilled labor in the next five years.These adverse circumstances make it close to impos-sible for FSOs to maintain business
25、as usual.Luckily,AI is an ideal solution for easing the burden of field techni-cians,optimizing processes,and harnessing institutional knowledge to ultimately ensure business continuity.00708090100%Equipping field technicians with AIAs the old workforce retires taking with it precious tal
26、-ent and incomparable experience,the industry has to manage unprecedented pandemic-driven changes,new technology,and a new generation of field technicians.Fortunately,the new generation of field technicians are more digitally savvy,meaning theyre far more comfort-able with technology than their pred
27、ecessors.Although theyre not as knowledgeable as their more experienced colleagues,they can quickly close their skill gaps with the help of AI,field service management apps,and re-mote assistanceTo enable field technicians to perform their jobs more effectively,our survey respondents are deploying s
28、olu-The new gener-ation of field technicians are more digitally savvy,meaning theyre far more comfortable with technol-ogy than their predecessors.THE STATE OF AI IN FIELD SERVICE 20211112CHAPTER 2THE ROLE OF FIELD TECHNICIANS WITH AISURVEY REPORTtions such as field service management apps(65.05%),v
29、ideo support(50.49%),AR(24.27%),AI(23.30%),wear-ables(23.30%),VR(11.65%),drones(3.88%),and more.This data supports Gartners 2020 prediction which sug-gests that visual assistance platforms will experience mainstream adoption within the next two to five years.060708090100%What technologies
30、 are you deploying today to help technicians in the field perform their jobs more effectively?3.88%11.65%15.53%Other23.30%Wearables23.30%AI24.27%AR50.49%65.05%Video supportField service management appsDronesVRInvesting in AI capabilitiesTo keep up and stay on track,FSOs should focus more on investin
31、g in advanced technology in the near future to better support their technicians.Regardless of what generation they belong to,field technician jobs are often stressful,overloaded and travel intensive.Raising salaries,although deserved,is often just a tem-porary solution that doesnt do too much in the
32、 long run in terms of overall job improvement.A long-term solu-tion consists of investing in the right tools and AI-driven capabilities to reduce the burden on these workers and offer them a seamless employee experience.The right technology can help them perform more efficiently,save time,and perfec
33、t their skills while cultivating loyalty.In other words,with the right AI solutions,FSOs can aug-ment their engineers and technicians,easing their work-load without greater personal output.FSOs should fo-cus more on investing in ad-vanced technol-ogy in the near future to better support their techni
34、cians.1 Gartner,“Hype Cycle for Customer Service and Support Technologies,2020”Drew Krause,5 August,2020THE STATE OF AI IN FIELD SERVICE 20211314CHAPTER 2THE ROLE OF FIELD TECHNICIANS WITH AISURVEY REPORTAlthough AI deployment within the industry has started to accelerate,many FSOs are still falling
35、 behind and missing out on maximizing their potential and profits.In fact,there are a few FSOs that perceive AI as unneces-sary(3.77%)and dont seem to understand the risks of missing out on these capabilities.However,other FSOs recognize that AI is useful(33.96%),some even consider it essential(24.5
36、3%),but most find it hard to deploy(37.74%).The majority of service lead-ers do understand the importance of implementing and deploying AI solutions but they acknowledge that doing so doesnt come without its own unique set of challenges.The majority of service leaders do understand the importance of
37、 implementing and deploying AI solutions.00708090100%What is your perception of AI?3.77%24.53%33.96%37.74%Hard to deployUsefulEssentialUnnecessaryChapter 3.How to Successfully Deploy AI Within Your OrganizationTHE STATE OF AI IN FIELD SERVICE 202116HOW TO SUCCESSFULLY DEPLOY AI WITHIN YOU
38、R ORGANIZATIONTo truly experience the rewards of AI,FSOs need to feed quality data to their AI engine and apply it holistically throughout their organization.This requires having a long-term vision for smarter FSOs that also understand the impact of AI on automation,process evolution,au-tonomous fie
39、ld workforce,outcome-first machine learn-ing(ML),mobile,user experience,remote assistance,and service intelligence.Although this may sound difficult,its important to re-member that,as an FSO,you dont have to do every-thing alone.Getting support for your AI initiatives and maintenance by partnering u
40、p with the right provider is essential.Key considerations for deploying AIPerhaps two of the most important metrics for FSOs are the first-time fix rate and the engineer utilization rate.These two KPIs reflect how well field technicians are performing and indicate shortcomings that need to be addres
41、sed with viable,sustainable solutions.When it comes to the first-time fix rate,not all of our survey respondents track this metric.Those that do have an average that falls somewhere between 50%and 90%.Very few of our survey respondents have their average first-time fix rate over 90%,suggesting that
42、high-per-formance on the first visit is not a frequent occurrence for most FSOs.While some are happy with their target between 60%-90%,the average field service program needs to increase their first-time fix rate by 15.7%to hit their desired goal.Getting support for your AI initiatives and maintenan
43、ce by partnering up with the right provider is essential.00708090100%What is currently your first time fix rate average?21.11%12.22%91-100%17.78%81-90%21.11%71-80%6.67%61-70%6.67%14.40%51-60%50%UnknownTHE STATE OF AI IN FIELD SERVICE 20211718CHAPTER 3HOW TO SUCCESSFULLY DEPLOY AI WITHIN Y
44、OUR ORGANIZATIONSURVEY REPORT00708090100%What is your first time fix rate target?21.11%36.67%91-100%26.67%81-90%5.56%71-80%0.00%61-70%2.22%7.78%51-60%50%UnknownFor 14.29%of our survey respondents,the engineer uti-lization rate is less than 60%,which is below average.However,most of our su
45、rvey respondents(27.55%)have an 81%-85%engineer utilization rate,which is good news for the service community.Increasing this rate is possi-ble by using an AI-powered visual assistance platform like SightCall that helps to drastically reduce the num-ber of unnecessary on-site visits,for technicians.
46、Likewise,a visual support platform like SightCall will also help increase the first-time fix rate as technicians Today,FSOs use AI to improve service delivery through chat-bots,sentiment analysis,and image detection.can see an issue in real-time,triage and provide remote expertise.With first-hand vi
47、sibility into the problem,an expert can guide a technician or customer on how to resolve the issue remotely,or ensure the right parts are ordered and distributed,along with the right engineer,to help ensure a first-time fix on-site.Both metrics can get a boost from equipping field technicians with A
48、I solutions and advanced technology that have been proven to enhance field efficiency and agent productivity.Today,FSOs use AI to improve service delivery through chatbots(25.00%),sentiment analysis(22.83%),and im-age detection(22.83%).But the majority of our survey respondents,up to 44.57%,dont use
49、 any AI solutions with only a few of them implementing AI capabilities such as knowledge databases,AI connectors to BI ser-vice applications,condition-based monitoring,anomaly detection,smart sensors for predictive maintenance,data analytics,or mixed reality and wearables.Many FSOs are utilizing AI
50、in some capacity be it within chatbots or other systems and tools that are already implemented within organizations.But with so many ways of applying AI capabilities to a myriad of use cases,how can field technicians utilize it in the field?THE STATE OF AI IN FIELD SERVICE 20211920CHAPTER 3HOW TO SU
51、CCESSFULLY DEPLOY AI WITHIN YOUR ORGANIZATIONSURVEY REPORTAI Image recognition supports field service technicians in several ways.It can automatically identify products and pull up related resources such as instructions for maintenance and troubleshooting steps,and common problems specific to the eq
52、uipment.AI assistance can also list the most common problems with a particular piece of equipment and how to resolve them.It also helps compliance with privacy policies by automatically detecting and blurring faces captured in images during video sessions.AI-powered live translation removes language
53、 barriers and ensures that the technician with the most applicable skills can complete tasks anywhere.Real-time trans-lation works for both speech and visual text,including labels,instructions,and product information.Automatically generated transcripts provide a text-based record of visual assistanc
54、e sessions that can be used for quality control,verification processes,and technician performance evaluations.Our survey respondents have high hopes for AI within their service organizations.Up to 61.32%of them believe that AI can be used for agent and technician support within their organization,as
55、 well as customer experience(55.66%),resource management(54.72%),parts optimiza-00708090100%How do you think AI can be used in your service organization?9.43%40.57%41.51%53.77%54.72%55.66%61.32%Parts optimizationResource managementCustomer experienceAgent/tech-nician supportService triage
56、Job prioritizationOthertion(53.77%),service triage(41.51%),and job prioritization(40.57%).Luckily,utilizing AI for all these applications has never been easier.With support from platforms such as Sight-Call,implementing AI for customer experience,agent support,resource management,and service triage
57、can be quick and effective.And this is an ideal solution for the 20%of our survey respondents that want to deploy AI within their organization in the immediate future.Our survey respondents have high hopes for AI within their service organizations.THE STATE OF AI IN FIELD SERVICE 20212122CHAPTER 3HO
58、W TO SUCCESSFULLY DEPLOY AI WITHIN YOUR ORGANIZATIONSURVEY REPORTLooking toward a smarter futureDespite the clear benefits of implementing and lever-aging AI capabilities sooner rather than later,most FSOs(44.76%)are looking to deploy AI within the next 2-4 years,followed by those who are looking to
59、 deploy it within the next 5+years(18.10%),and a few others who want to deploy it within the next year(17.14%).Overall,this data reveals that theres a real hunger in the field service industry for deploying AI and adoption is increasing significantly.And although the majority of our respondents plan
60、 to deploy AI within the next 2-4 years,the time to start thinking about refining AI mod-els is now,as this can be a time-consuming process.By doing so,FSOs can properly implement and leverage their AI capabilities within the desired timelines.00708090100%What is your timeline for deployi
61、ng AI in your organization?18.10%44.76%17.14%20.00%2-4 years1 yearImmediate5 years+The time to start thinking about refining AI models is now.“THE STATE OF AI IN FIELD SERVICE 202124HOW TO SUCCESSFULLY DEPLOY AI WITHIN YOUR ORGANIZATIONThomas Cottereau,CEO and Founder,SightallInterview007
62、08090100%In what way do you think AI could have the most impact on your service organization?13.33%28.57%39.05%51.43%56.19%83.81%Transparent information sharingReduced human errorsImproved customer satisfactionImproved employee satisfactionBetter worker safetyOtherMoving forward,our survey responden
63、ts believe that AI will have a great impact on improving customer satis-faction(83.81%),reducing human errors(56.19%),trans-parent information sharing(51.43%),improved employee satisfaction(39.05%),and better worker safety(28.57%).All service-based companies want to improve customer satisfaction sin
64、ce serving customers is the core of their business.It only makes sense for them to see it as a high priority and envision leveraging AI primarily for this goal.25CHAPTER 3SURVEY REPORTSince 2008,SightCall has been improving the commu-nication of world-class service organizations with the transformat
65、ional power of AI and AR-powered visual assistance.Through their cloud platform,digital and physical worlds are blended to create a collaborative environment empowering field service organizations to accomplish tasks,no matter how challenging,with confidence and new insight.Thomas Cottereau co-found
66、ed SightCall as a way to unleash real-time communication and bring it into the field to deliver new experiences in service.We sat down with him to learn more about his thoughts on the future of AI and how it will evolve to optimize technician experiences.AI is arriving in field service not in one gi
67、ant deployment,but through a myriad of features and systems that all work together to empower your technicians and supercharge your service offerings.Q:In the survey,37%of field service leaders indicated that they perceive AI as hard to deploy.Do you agree with this perception and what do you think
68、can be done to make it less challenging?A:Its interesting to see that so many survey respon-dents,more than half,identified AI as either useful or essential to field service,but a large number also indi-cated that it was hard to deploy.Rather than thinking of AI as a weighty additional plat-form or
69、technology that needs to be built from the ground up,companies can select solutions that already embed AI as part of their offering.This means the solu-tion provider is doing all of the hard backend work to integrate AI into their platform.Now it is easier for you to consume and you benefit from all
70、 of the AI capabilities without having to deploy it yourself.A platform like SightCall gives you the benefits of AI without the AI headache.Now imagine that every time your technician arrives at their job site,they know exactly what work needs to be done and have all the correct skill and tools to c
71、omplete it.Thats what the right AI achieves.It eliminates skills gaps and even language barriers.It gives technicians smart resources at the touch of a button that can help with predictive analysis and recommendations.AI is arriving in field service not in one giant deployment,but through a myriad o
72、f features and systems that all work together to empower your technicians and super-charge your service offerings.If service leaders keep this in mind and continue to bring AI-focused partners into their technology stack,theyll be poised for greater success.Not only will you begin to benefit from AI
73、 across your workflows,but youll also benefit from experts that THE STATE OF AI IN FIELD SERVICE 20212728INTERVIEWINTERVIEWSURVEY REPORTare continuously improving AI capabilities and are on hand to help you implement them.Great technology partners,including SightCall,can also help with the most inti
74、midating parts of the process like feeding your AI engine with the data they need to recognize the products and equipment your technicians use daily,enabling automated processes and predictive maintenance.Q:How does visual assistance leverage AI to empower field service organizations?A:Visual assist
75、ance with AI technology uses continuous data evaluation and processing to streamline schedul-ing,dispatch,and maintenance processes.With live translation,language barriers are removed,allowing the technician with the most applicable skills to complete tasks no matter where they are located.AI transl
76、ation works for both speech and visual text which also empowers on-site technicians to easily interpret rel-evant signs,labels,instructions,or product information.Image recognition can provide technicians with live rec-ommendations based on images extracted during visu-al support sessions to identif
77、y products,diagnose prob-lems,and propose solutions.Data and photos taken from the session can be identified and fed back into an AI engine to improve future insights and recommendations.Weve already seen that visual assistance can eliminate unnecessary truck rolls and reduce parts wastage.With AI f
78、eatures we ensure that technicians have everything they need to provide excellent service quickly and effi-ciently the first time.With AI features we ensure that technicians have everything they need to provide excellent service quickly and efficiently the first time.“29INTERVIEWSURVEY REPORTQ:43%of
79、 FSOs reported that they are using video to resolve issues remotely.For service leaders who havent considered visual assistance yet,what are the benefits they can expect to see?A:Visual assistance platforms like SightCall improve both the customer and technician experience to allow organizations to
80、deliver better service.Our platform helps organizations collect,share and deliver service knowledge so all technicians can work at their maxi-mum potential,regardless of their experience level or expertise.By empowering technicians to perform their tasks through a streamlined remote process,weve see
81、n in-creased efficiency realized through truck roll reduction,parts optimization,improved fix rates,improved equip-ment uptimes,reduced training times and an increase in customer satisfaction.As AI adoption increases and customers continue to demand faster service,we see a move towards more predicti
82、ve and automated maintenance.Q:What do you see as the future of AI in field service and where do you think AI can take us?A:I have no doubt that the future of AI in field service is a future where technicians and service agents are aug-mented by technology to perform at their absolute best.This stud
83、y shows how many field service organizations already see the value in AI to help them with improving customer service and technician satisfaction along with reducing errors and increasing safety and transparency.Many are already starting to deploy AI in parts of their organization or planning on doi
84、ng so soon.For organizations who are just starting on this journey,its important to understand that integrating AI into a field service organization is a process,one that can start with features that eliminate barriers to performing ser-vice tasks and moves towards providing analysis and recommendat
85、ions.As AI adoption increases and customers continue to demand faster service,we see a move towards more predictive and automated maintenance.There are times where a human doesnt need to be involved,and in those cases,some aspects of service can be automatically triggered,such as ordering and shippi
86、ng a replacement part or scheduling an onsite inspection.Far from being sidelined or replaced by AI technology,service technicians will increasingly find themselves at the heart of more responsive and efficient organizations,empowered to do what they do best:help people and solve problems.THE STATE OF AI IN FIELD SERVICE 20213132INTERVIEWINTERVIEWSURVEY REPORT