The State of AI in Field Service – A report by Field Service Insights and Zuper

Field service is getting a major AI upgrade, and it’s not just hype. The latest research conducted by Zuper and Field Service Insights, the research arm of the Field Service event series provides a comprehensive view of how organizations are implementing AI to transform their FSM operations, and the results are eye-opening. Drawing from a diverse group of respondents—spanning operations, IT, field service roles, and leadership positions—this study uncovers key trends, drivers, and outcomes that are shaping the future of FSM.

While challenges like system compatibility, integration issues, and data concerns remain, the enthusiasm for AI-driven efficiency is undeniable. Organizations report tangible benefits, including significant improvements in productivity and customer satisfaction, coupled with a strategic commitment to expanding AI investments in the coming year. These findings offer a glimpse into the exciting possibilities AI brings to field service management, providing valuable insights for organizations looking to stay ahead in this evolving technological landscape.