Another Point of View
Agentic AI is the top enterprise priority for IT leaders in 2026 — but 70% of deployments fail in production. The gap isn’t the model. It’s what happens when autonomous AI meets the physical world and runs out of things it can actually see.
Read more →First contact resolution is the most-cited metric in support — and it’s structurally broken. A closed ticket isn’t a resolved problem. For field service and physical-world support, that gap is expensive, and AI agents can’t close it alone.
Read more →TCS just announced 8,900 forward-deployed AI engineers embedded at client sites. The model they’re describing already exists in enterprise support — it’s just underpowered. The support professional with a camera is the forward-deployed engineer. They just need the right tools.
Read more →AI chatbot deflection rates look great on paper. But for field service companies, unresolved tickets don’t disappear — they come back as repeat calls and truck dispatches. Here’s what your deflection dashboard is hiding.
Read more →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.
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