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AI & Machine Learning

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Perusing tech news headlines or looking at conference agendas, you see AI everywhere. While you innately know better, with the messages being delivered, it can be easy to be persuaded into thinking, “I bet AI would solve all of my problems.” We had Seth Earley, author of The Artificial Intelligence Powered Enterprise, on the podcast not long ago to discuss why he feels AI has failed to deliver on its promise to businesses everywhere and…

Back in December, in honor of the holidays, I was compelled to write about service through the lens of a popular movie series. It now being the end of July, when the sun-bleached late afternoons carry a certain sense of ennui not present at other times of the year, I feel compelled to again go to the well of movies as analogies for service delivery. This was inspired in part by the fact that, due…

 Seth Earley, CEO & Founder at Earley Information Science and Author of The AI-Powered Enterprise, discusses with Sarah why he feels that AI has failed to deliver on its promise for most businesses and gives insight on what those businesses need to do to better harness its power.    

I’ve been pleased and proud of the content that The Future of Field Service has delivered over the course of the last few months to help support businesses as they navigate the COVID-19 crisis and beyond. Through shaky economic times, fear, and uncertainty, I hope that we have been able to provide some guidance and some optimism for how we, as a service community, can emerge from this crisis with a new focus on transformative…

Today, right now, many service providers are scrambling to find a way to deliver on their promises to customers without endangering them or their field technicians. Many will not think far beyond latex gloves and a mask, but forward-thinking companies are already looking at the bigger picture. For many, this includes considering options for zero-touch service. Over the course of the last five years or so, we’ve seen the steady creep of businesses in a…

As we prepare for all the 2020 predictions coming, I will bet you $50 that AI will appear on 90% of the lists (including mine). There is no denying that AI holds incredible potential for your business going forward, but in talking with service leaders I do hear some common myths that keep companies from realizing that potential as quickly as they could. Myth #1: AI is Futuristic I believe this myth occurs because AI…

This much is certain: Merged Reality has become an increasingly important part of the service delivery process for many companies over the past two years. Remote Assistance has moved from a “cool to have” technology to a “must have” for service organizations that are looking to increase productivity and drive operational efficiencies. Service organizations who have invested in Merged Reality technology are able to see a great impact on measurable service KPIs. Those include reduction…

Last year, I wrote an article in which I compared AI in video games—a phenomenon that’s been around for over 40 years—with AI in business applications—a comparatively new development. In it, I used the example of a two-brained approach to AI development. One “brain” manages an operational task, while the other manages a customer-focused task. I argued that this, ultimately, is what AI in service should look like. In exploring the most recent developments in…