INSIDER, November 2025 | By Sarah Nicastro, Founder and Editor in Chief, Future of Field Service

Where do you see AI providing tangible value in service?

I wrote recently about one of the most tried-and-true use cases of AI in service, dynamic scheduling. Many companies haven’t yet really optimized this process, and there’s a tremendous opportunity to automate manual work, improve efficiency, and better utilize valuable resources.

Another example of where AI can provide tangible value is around knowledge management. There’s so much potential to use AI to extract, organize, and serve up valuable information when it’s needed most. Makino has a great example of putting this into action. Considering how to use AI to do better predictive analysis and considering where Agentic AI fits in are also great examples.

What these examples have in common, however, is what’s most important to consider – and that’s that they’re rooted in solving real business challenges and realistic expectations. AI is a tool every business should be considering how best to use, but it is not a magic wand. And, lastly, it’s crucial to acknowledge the anxiety AI can cause among the workforce and bring them on the journey.