Artificial Intelligence is a wider technology that covers the whole gamut of machines that can undertake activities humans would normally do – a really early example of this would be the autopilot on a plane. The autopilot has been given a series of programmed instructions on how to deal with specific scenarios and can hold a steady course by'Intelligently' making adjustments based on the data it is receiving. However, it is still reliant on human programmers to outline the parameters for which is it is to operate within and how it is to behave.

Field Service organizations need to take a proactive approach to build a platform infrastructure that is capable of capitalizing on AI. This selection is critical to set up early and helps pave the way for the future. Field Service Management platforms that are purpose-built on the cloud and leverage a robust, open API communication structure are best poised to help organizations take advantage of the growing use cases for AI. Anticipating the future needs of the organization and investing appropriately in the current systems is critical. We are just starting to scratch the surface of the potential use cases for AI.