Another Point of View
Enterprise AI keeps landing on the desks of people who already have the most resources. The people physically touching broken things — drivers, technicians, installers — are still waiting. That has to change.
Read more →Salesforce’s pay-per-resolution pricing is a genuine improvement over deflection metrics — but it only works if your support problems are text-shaped. Here’s why Heathrow gets 90% and GE Appliances gets 25%, and what that means for companies with physical products.
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 →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.
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