According to a recent report from Information Services Group (ISG), by 2028, two-thirds of enterprises will rely on AI to oversee field service operations, streamlining on-site support and improving efficiency. The ISG Buyers Guides for Field Service Management highlight a growing trend of companies adopting artificial intelligence and machine learning (ML) to enhance field service management (FSM).
This shift drives a transition from reactive problem-solving to proactive service delivery, helping businesses meet customer expectations for speed, reliability, and engagement.
“Current FSM platforms enable more timely, accurate and smoother customer service by tapping into deeper sources of data,” said Keith Dawson, research director of customer experience with ISG Software Research. “This lets companies predict when they will need certain types of service and even inform the customer in advance.”
The evolution of FSM software now focuses on automation, mobility, and data-driven insights. Much like IoT-enabled remote monitoring and predictive maintenance, AI is reshaping the way field service teams are deployed. With real-time analytics and AI-powered decision-making, enterprises can optimise their workforce and allocate resources efficiently.
By 2029, ISG predicts that remote sensing and IoT will become standard tools for minimising the need for on-site visits, further enhancing proactive maintenance strategies.
Customers have a bigger role
Customers are more active in field service interactions, tracking service requests and providing real-time feedback. ISG advises companies to adopt FSM solutions integrating customer engagement across multiple communication channels while offering self-service capabilities. This approach not only improves user experience but also boosts operational efficiency.
Industries such as manufacturing, consumer services, and utilities are at the forefront of FSM adoption, using AI-driven predictive tools to identify service needs before failures occur.
For example, integrating renewable energy and smart city infrastructure is driving demand for more advanced field service solutions in the power and utilities sector. AI-based tools help service teams anticipate maintenance requirements while optimising dispatch and workflow automation to ensure uninterrupted service.