Another Point of View
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 →AI agents are getting very good at field service dispatch. They still go completely dark at the job site — where first-time fix rates actually get determined.
Read more →Enterprise field service teams spend months shadowing new technicians before trusting them alone. That model doesn’t scale. Here’s how remote visual support becomes your most effective training infrastructure — using the same tool your team already uses for customer diagnostics.
Read more →AI agents fail at hard tickets because they can’t see the physical world. Visual escalation isn’t a fallback — it’s what makes AI-first support work.
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.
Read more →AI deflection is working exactly as designed, and that is the problem. The calls that get through now are the ones nobody knows how to fix remotely.
Read more →FVR rates aren’t stuck because your techs aren’t good enough. They’re stuck because your techs show up blind. Here’s what actually moves the needle.
Read more →Going AI-first in customer support means something fundamentally different when your customers can’t describe what they’re looking at. Here’s the honest breakdown.
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