Two-thirds of enterprises are projected to utilize Artificial Intelligence (AI) for field service operations by 2028, enhancing on-site customer support, according to research from Information Services Group (ISG). This trend reflects a shift toward proactive service delivery, which can meet customer expectations for speed and reliability.

The ISG Buyers Guides™ for Field Service Management highlight that more companies are integrating AI and machine learning (ML) to optimize operations, improve the customer experience, and anticipate maintenance needs. Such technology advancements aid in moving from reactive to proactive service, fostering better customer engagement.

Keith Dawson, research director with ISG Software Research, stated, “Current FSM platforms enable more timely, accurate and smoother customer service by tapping into deeper sources of data. This lets companies predict when certain types of service will be needed and even inform the customer in advance.”

The research indicates that AI-driven analytics allow enterprises to utilize field service resources more efficiently. By 2029, the incorporation of remote sensing and IoT tools is expected to reduce on-site visits, as these technologies can facilitate proactive maintenance by analyzing historical usage patterns.

ISG emphasizes the need for customer engagement in field service management, suggesting enterprises adopt systems that include multi-channel communication and self-service capabilities. Effective field service is critical in sectors such as manufacturing and utilities, where maintaining robust customer support is essential.

Notably, the power and utilities sectors face increasing challenges, particularly with the rise of renewable energy and smart city initiatives. Operations must meet high consumer expectations for service reliability and strong customer support, necessitating optimized processes and automated workflows.

For its 2025 Buyers Guides™, ISG evaluated multiple software providers across categories related to field service management. A total of 23 providers were assessed, with reports indicating ServiceNow, Salesforce, and Oracle received top ratings across performance categories.

Mark Smith, partner and chief software analyst at ISG, remarked, “Consumers consider field service a test of a company’s basic competence to support products and services.” The recent research marks a substantial effort to provide enterprises with insights into selecting suitable FSM software.