Transforming service operations: From customer complaint to resolution with AI, automation, and connected field service

Many organizations still run service operations on workarounds.

• Multiple disconnected systems force agents to jump between platforms just to piece together one customer’s history, slowing the interaction down before it’s even started.
• Manual ticket routing means cases often land with the wrong team first, adding delay while they get rerouted to whoever can actually solve the problem.
• Spreadsheet-based scheduling leaves dispatchers manually matching technicians to jobs, with no easy way to factor in skills, location, or last-minute changes.
• Technicians lacking real-time visibility show up to job sites without knowing what’s changed since the ticket was logged, which leads to repeat visits and frustrated customers.
• Manual inventory checks add a phone call or email to every work order, holding up scheduling until someone confirms a part is actually in stock.
• Manual asset tracking makes it hard to know which equipment is due for service until it fails, turning planned maintenance into an emergency call.
• Manual vendor ordering puts reordering on someone’s to-do list instead of triggering it automatically, so stockouts happen even when demand was predictable.

Together, these gaps show up exactly where customers feel them: slower response times, higher operational costs, and a service experience that feels inconsistent. This session is designed to address these challenges.