Original OrbTrail editorial, written in our own language from the reference publication.
Artificial intelligence is no longer an experiment in field service. A survey of 2,317 professionals across nine countries finds that 95% of organizations already use AI and 85% plan to increase investment over the next two years. Their goals are practical: improve customer experience, raise productivity, reduce risk and turn every visit into a stronger business outcome.
The clearest gains appear when AI is connected to operations. Among organizations using AI for scheduling and dispatch, 57% report higher revenue per job. They also cite better productivity, lower emissions and reduced labor costs. Those gains, however, depend on an organizational foundation that many companies have not finished building.
Two thirds of leaders say mobile-worker turnover has risen. Insufficient training and support when new technology is introduced is the leading cause. At the same time, 61% say technicians lack access to the customer data they need. Without context, even a strong AI recommendation becomes less useful at the moment of action.
The practical conclusion is straightforward: buying more technology will not solve the field-service challenge on its own. Returns improve when training, process design and data integration move together. Companies that treat AI as work infrastructure — rather than an isolated feature — are more likely to build a durable advantage.
