AI Making Field Service More Proactive, Intelligent, ISG Says
Companies adopting AI and ML to optimize field service management, improve CX
The ISG Buyers Guides™ for Field Service Management, produced by
“Current FSM platforms enable more timely, accurate and smoother customer service by tapping into deeper sources of data,” said
Integration of AI and ML is the latest stage in the evolution of FSM software, which is now designed around mobility, automation and data-driven decision-making, the reports say. Like IoT-enabled remote monitoring and predictive maintenance, AI is beginning to transform the deployment of field service technical teams.
AI-powered analytics, along with the growing availability of real-time data, enables enterprises to use field service resources more efficiently and effectively. By 2029, remote sensing and IoT will become standard tools for reducing the need for on-site visits and calls to service centers, ISG says. These tools also will support proactive maintenance employing AI to analyze historical data and usage patterns to anticipate service needs.
Customer engagement with FSM is increasingly proactive and customer-centric, allowing customers to track requests and provide feedback. ISG advises enterprises to consider field service systems with integrated customer engagement across multiple communication channels along with self-service capabilities.
Field service is a major success factor in the manufacturing, consumer and utilities industries, which are expected to provide proactive maintenance and support and repair and operational services to customers in addition to supporting their own infrastructure, the research finds. AI-based predictive tools, including evolving agentic AI, are providing a more precise view of what needs to be repaired and when, while supporting interactions between remote teams and customers.
In the power and utilities industry, field service challenges are growing with the rising use of renewable energy and EVs and the development of smart cities, ISG says. Field service operations need to continuously support the expectations of consumers for uninterrupted service and strong customer support. It requires not just worker dispatch but a complex orchestration that includes optimizing processes and automating as much of the workflow as possible.
For its 2025 Buyers Guides™ for Field Service Management, ISG evaluated software providers across five platform categories – Field Service Management, Field Service Customer Engagement, Field Service Proactive Maintenance, Manufacturing Field Service and Power and Utilities Field Service – and produced a separate Buyers Guide for each. A total of 23 providers were assessed: Comarch, CSG, Epicor, FSM Global, IBM, IFS,
The 2025 Buyers Guides™ for Field Service Management named the following Overall Leaders:
Field Service Management: ServiceNow earned the highest overall rating, followed by Salesforce and Oracle. All three were designated Leaders in all seven performance categories. IBM, IFS,
Field Service Customer Engagement: ServiceNow topped the list, followed by Salesforce and Oracle, with each rated as a Leader across all seven performance categories. IBM, IFS,
Field Service Proactive Maintenance: ServiceNow, Salesforce and Oracle topped the ratings, and all three were designated as Leaders across the seven performance categories. IBM, IFS,
Manufacturing Field Service: Salesforce earned the top rating, followed closely by Oracle, with both designated as Leaders in all seven performance categories. IFS came in third, rated as Exemplary and a Leader in five performance categories. IBM was rated as Exemplary.
Power and Utilities Field Service: Salesforce topped the ratings, followed by IFS, with both designated as Leaders in all seven performance categories. IBM was rated as a Leader in five categories.
“Consumers consider field service a test of a company’s basic competence to support products and services,” said
The ISG Buyers Guides™ for Field Service Management are the distillation of a year of market and product research efforts. The research is not sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT investments in software products.
Visit this webpage to learn more about the ISG Buyers Guides™ for Field Service Management and read executive summaries of each of the five reports. The complete reports, including provider rankings across seven product and customer experience dimensions and detailed research findings on each provider, are available by contacting
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About ISG
ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
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