Field service has always been one of the toughest domains to optimize. Whether in utilities, telecom, or logistics, field technicians face unpredictable environments, complex equipment, and high customer expectations for first-time fixes. Traditional models often leave technicians without access to the right information at the right time, leading to repeat visits and frustrated customers.
This is rapidly changing with AI-powered field service solutions, such as ServiceNow Field Service Management integrated with Now Assist.
Picture a utility services company with hundreds of technicians distributed nationwide. Before AI integration, technicians often had to call back to headquarters for guidance or sift through lengthy manuals. Now, with AI-driven mobile apps, they receive real-time checklists, knowledge articles, and next-step recommendations directly on their devices during site visits.
The results are transformative. First-time fix rates increase, operational downtime decreases, and customers enjoy faster, more reliable service. Organizations also save significantly by reducing repeat visits and optimizing resource allocation.
What sets modern platforms like ServiceNow apart is their ability to integrate field service with the broader IT and service ecosystem. Issues identified in the field can be linked back to incidents, problems, or changes in the ITSM environment, ensuring root causes are addressed systematically.
In a competitive marketplace, efficient field service is not just an operational necessity — it’s a brand differentiator. Companies that empower their frontline workers with AI and mobile-first tools are redefining customer expectations and building loyalty through reliability and speed.
Bharti Airtel, for example, has been preparing for 5G roll out by upskilling its professionals and offering them certification courses such as CCNA (Cisco Certified Network Associate) and CCNP (Cisco Certified Network Professional). The courses are offered based on skill and eligibility level free of cost.
