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Report finds AI adoption linked to operational gains in field service(Jun 19,2025)

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Geotab Inc., a company specializing in AI-powered tools for fleet management, including predictive maintenance, intelligent dispatching and performance monitoring, has released its first 2025 State of Field Service Report. The report indicates that field service organizations are beginning to adopt artificial intelligence (AI) technologies and are observing early signs of improved operational performance, such as increased equipment uptime and higher first-time fix rates. Key findings from the report include: 93 per cent of respondents indicated they have partially implemented AI in their operations, suggesting a growing trend toward formal AI adoption. 88 per cent reported that AI and other technologies have contributed to improved asset uptime, reduced service costs, and enhanced customer experience. 75 per cent said these technologies have improved first-time fix rates. 62 per cent expect AI to impact inventory management significantly within the next year. “Many field service managers are so focused on meeting daily demands that adopting new technology can feel daunting. But AI does not have to be complicated to make a difference,” said Bob Bradley, Vice President, Data Science and AI Engineering, Geotab. “Simple applications, like automatically dispatching the nearest technician, flagging issues before equipment fails or keeping customers informed in near real time, delivers immediate value.” The report notes that field service fleets are essential to infrastructure maintenance and support across sectors such as utilities, telecommunications, HVAC and emergency services. Operational challenges such as technician productivity, parts availability and unplanned downtime are common, and organizations are increasingly exploring AI as a tool to address these issues. “Field service leaders are facing growing demands every day, from keeping technicians productive and reducing downtime to meeting rising customer expectations,” said Maureen Azzato, Portfolio Director of Field Service, Geotab. “My suggestion to service leaders is to focus AI on the areas that create immediate impact, like dispatch efficiency, predictive maintenance or ensuring the right parts are on hand. Those quick wins not only ease daily pressures but also build momentum for broader transformation.”

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