Another Point of View
For physical, field-side problems, chatbot routing doesn’t save money—it defers cost while adding friction. The AI touch was wasted, and you’re still sending a truck.
Read more →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 →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 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 →Everyone says hire faster. The real fix is remote visibility before you roll a truck.
Read more →Most field service teams skip video triage because they think it is complicated. Here is the 5-minute method for video triage field service that pays for itself every time you prevent a wasted truck roll.
Read more →AI deflection doesn’t reduce support complexity. It concentrates it. The tickets that survive your AI filter are a different category of problem, and most teams aren’t equipped to handle them.
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