Field Service AI Reaches 95% Adoption as 61% Face Data Silos
Updated
Updated · ZDNet · Jul 30
Field Service AI Reaches 95% Adoption as 61% Face Data Silos
3 articles · Updated · ZDNet · Jul 30
Summary
Salesforce’s survey of 2,300-plus field service professionals across nine countries found 95% of organizations already use AI, and 85% plan to raise spending over the next two years.
57% of companies using AI for scheduling and dispatch reported higher revenue per job, alongside stronger mobile worker productivity, showing the clearest payoff where systems are connected.
66% of leaders said mobile worker turnover has risen over the past two years, with insufficient training and support during new technology rollouts cited as the main driver.
61% of organizations said mobile workers lack access to relevant customer data, while only 16% have field and back-office technology on a single platform, making ROI harder to measure.
35% of leaders said customer satisfaction is the top goal for AI adoption, underscoring that wider gains now depend less on buying tools than on training, integration and data access.