The State of Field Services 2021 Report

Mar 24, 2022 | Customer Service, Customer Support

According to a recent Technology & Services Industry Association (TSIA) report, π˜›π˜©π˜¦ 𝘚𝘡𝘒𝘡𝘦 𝘰𝘧 𝘍π˜ͺ𝘦𝘭π˜₯ 𝘚𝘦𝘳𝘷π˜ͺ𝘀𝘦𝘴 2021, the attached image shows the driver tree for equipment manufacturers with Proactive Support organizations.

In the last several years’ equipment manufacturers have made significant investments to accelerate their equipment connectivity using IoT and chatbots for self-service. Given all that, they still can only deflect 1% of their customer’s issues via unassisted support and only 12% via unassisted support.

If manufacturers want to improve these benchmarks, they can start by looking into AI platforms with Deep Learning, NLP, and Computer vision capabilities. 

What other methods do you think could help manufacturers improve here?

You can find the full report here: