target audience: TECH BUYER  Publication date: Jan 2023 - Document type: IDC Perspective - Doc  Document number: # US46593421

AI-Driven Field Service Closes the Divide Between the Reactive and Autonomous Support

By:  Aly Pinder Loading


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This IDC Perspective explores the field service operations and how artificial intelligence and machine learning technologies can enhance aftermarket activities to be more proactive, predictive, and prescriptive.

"Reactive service models persist in many industries," says Aly Pinder, program director, Service Innovation and Connected Products, IDC. "Artificial intelligence and machine learning can be the missing piece to enabling service organizations to deliver more proactive, predictive, and prescriptive service outcomes for customers and operators. Resolving an issue with limited human interaction or prior to a failure will be a key differentiator for service organizations in the future, delivering immense customer value."


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