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AI & Machine Learning

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 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…

Are you gearing up for a trip to Field Service Palm Springs next month? I am working on some cool things that Future of Field Service will be doing at the event, and it had me thinking about what I’m most excited to discuss while there. The thing I love about this event is that it enables me, and all of the other attendees, to connect with so many people at once – there’s really…

How do you define self-service for your service organization? Is it merely the act of a customer resolving an issue themselves? Is it a phone conversation with a support representative walking them through the process? If you’re leaving your customer there, then you’re leaving your customer behind, and there will certainly be competitors who are ready to take them away from you. Self-service is going to be a key component of maximizing efficiency for the…