Another Point of View
AI is sweeping the easy, text-solvable support tickets at scale — and the industry is celebrating deflection rates. Nobody’s talking about what happens to the tickets that remain: harder, more visual, more physical, and increasingly handled by fewer people with the same old tools.
Read more →The knowledge your senior field technicians carry cannot be documented, cannot be trained into an LLM, and is walking out the door with every retirement.
Read more →Microsoft just spent $2.5B to prove that AI can’t deploy itself into the real world.
Read more →Gartner’s 40% cancellation forecast isn’t a warning about AI — it’s a warning about the wrong kind of AI. The projects that survive will be the ones that actually fix things.
Read more →Enterprise field service AI keeps getting built wrong — orchestration first, observation never. Here’s why every new AI platform announcement leaves field techs in the same spot.
Read more →Self-service fails on complex equipment not because customers lack information, but because no one catches their mistakes in real time. Live visual guidance — not better documentation — is what makes customer self-repair actually work. And frictionless, no-download video is what finally makes it viable at scale.
Read more →Verizon’s CEO just bragged that AI customer service scores 12.8 percentage points better than humans. But those scores are only counting the tickets AI can actually handle — and the ones it can’t are exactly the ones that lose customers.
Read more →Microsoft is retiring Dynamics 365 Remote Assist and Guides on December 31, 2026, leaving enterprise field service teams scrambling. The real question is not which AR headset to buy next — it is whether you needed the headset at all.
Read more →ServiceNow is down ~52% year-over-year as enterprise buyers demand real ROI from AI platform investments. The reckoning is here—and it’s reshaping how field service teams evaluate every tool in their stack.
Read more →Everyone says hire faster. The real fix is remote visibility before you roll a truck.
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