Field services are integral to ensuring business continuity for service providers. However, inefficiencies in field service significantly increase the operational costs. One of the major reasons for inefficient field service is repeat site visits or rework, leading to a 5X increase in repair cost and delay in order delivery time.
In the case of field surveys, data shows that 40-60% of installation orders require a site survey, out of which 18% require repeat surveys. The site survey is done manually, requiring manual data capture and physical audits leading to errors and incomplete data. Hence, the process becomes extremely time-consuming.
Field service organizations in the connectedness industry can improve efficiency by leveraging the power of video to capture rich information, intelligence, and insights. Some of these techniques/practices are listed below:
Service providers must build an AI-powered video intelligence framework to transform the field services and create a smart field workforce. For instance, use this framework to revolutionize your traditional methods of performing a site survey. The surveyor captures a video and gives a voice over using a guided storyboard. The framework auto-captures the details and sends alerts for any missing points. A survey is submitted with 100% details and can be used as a reference for specific instances or future changes.
Use the AI-powered video intelligence framework to overcome all your field inefficiencies and challenges like manual data capturing, repeat visits, rework etc. Consider these key components to building the framework:
1 – AI-assisted video guide: Enable the field engineer to capture a guided video based on a predefined storyboard. Perform as-is analysis and process re-engineering to create and design accurate storyboards for video capturing, image capturing, dynamic workflows and automated capturing.
Figure 1: AI-assisted video guide
2. Recommendation Engine: Provide AI-powered recommendations and real-time visibility into the jobs to supervisors, auditors, and field engineers
3. Smart Dashboards: Provide end-to-end visibility of jobs, driving smarter actions for management and business. The dashboards can spot trends, predict actions and offer recommendations. Executive decisions like provisioning equipment, sending the right teams, and obtaining the appropriate permissions can be completed faster, with greater accuracy.
Figure 2: Smart dashboards
With the successful implementation of the AI-powered video intelligence framework, service providers in the connectedness industry can achieve:
I appreciate the efforts of my colleagues Sabharinath S- Manager, Operations; Richard Abraham- Senior Project Manager, Operations and Deesha Chaware- Manager, Strategic Insights, for their contributions and continuous support in writing this article.
By Rajesh Khanna Jalandhar