According to Gartner, by 2020, 25% of service organizations will be supported by virtual assistants [1]. The proportion of voice assistants will grow exponentially in the coming years. It remains to be seen how well this global forecast applies to technical customer service in industry in the DACH region. However, the strong demand for Field Service Management solutions will continue in the coming years and is already encouraging the use of modern technologies. Read in this blog post how voice assistants contribute to optimized workflows in maintenance and assembly.

From mobile Field Service Management to intelligent assistants

The use of a mobile Field Service Management solution changes the way your service technicians and coordinators work and contributes to significantly better customer service. Field service staff can access important customer and machine information online, which they previously had to do by phone.  This often did not lead to the desired result. Independent access to knowledge databases increases the first-time fix rate (the rate of troubleshooting on the first visit), which is one of the most important service indicators. 

Mobile Field Service Management solutions with integrated voice assistants are the next generation of software. They give service technicians important freedom to carry out their repair and maintenance assignments in an optimal way. Instead of interrupting their work to look up information on the tablet, service technicians can communicate with the voicebot while continuing manual work.   

Voice assistants are more than just a hype 

Voice assistants are not a technological fad, but an important component of Augmented Intelligence. The concept of Augmented Intelligence is derived from Artificial Intelligence. AI systems help to increase human intelligence and the ability to act.

The advantages of voice assistants

In the technical service area, the freedom of movement gained through voicebots makes it much easier to solve problems. Among other things, this leads to shorter service times. 

With the help of intelligent voice assistants, complex queries and sequences of activities are carried out. The service technician can not only issue search commands, but also follow the voicebot’s instructions. Checklists are stored in the knowledge database for this purpose. Intelligent voice assistants greatly enhance the deployment options for service technicians, which is a competitive advantage in times of a severe shortage of skilled workers. 

But even practical problems of a completely different nature can be solved by speech recognition in the service area. Many service technicians find administrative tasks and documentation obligations stressful, which has a negative effect on motivation. With voicebots, reports can be dictated and other written activities can be carried out casually. 

WorkHeld sets the industry standard 

WorkHeld recognized the great potential of artificial intelligence in the industry as early as 2015 and was the first Field Service Management solution with an integrated voice assistant. We support industry giants such as Doppelmayer, Siemens, Lewa and Daimler in the digitalization of their service processes.

Contact us if you would like to learn more about the application areas of our innovative FSM software.