Join this session to learn two tried and tested proof of concepts for AI that service leaders are executing with solution partners. You’ll have an opportunity to select which service leaders and their solutions providers that you would like to meet with for a hands-on session to close out your learnings on day 3.

• Accelerate triage and next-best action with guided, AI-powered workflows
• Boost first-time fix rates with predictive parts and technician matching
• Improve SLA and customer experience via smart scheduling and prescriptive service steps
• Prevent repeated issues by feeding service outcomes back into warranty and quality improvement loops
• Achieve tangible gains in MTTR, SLA, and cost-per-case—delivering results in weeks, not months

From automating dispatch to enabling predictive maintenance, AI is making waves in field service, yet for many organizations, the path forward is unclear. In this practical discussion, service leaders who’ve taken the leap will share how to start small, scale responsibly, and ensure AI implementations are effective, secure, and trusted. Panelists will kick off the panel sharing one low-risk high impact AI use case they recommend as a starting point, highlighting what they did, how they pitched it and early results. Additional discussion topics include:

• Making the case to leadership by framing AI adoption in terms of business outcomes, customer benefit, and operational efficiency to gain executive buy-in and resourcing
• Managing risk and IP concerns by protecting proprietary knowledge and mitigating AI risk in highly technical environments
• Practical strategies for launching pilot programs on a budget and focusing on targeted use cases like knowledge retrieval, ticket routing, or predictive diagnostics
• Measuring success to assess value from early efforts, tracking adoption, accuracy, and time savings to justify continued investment 

Customer needs are evolving alongside macro-level shifts and service organizations must keep up, or risk being out of alignment with customers. By mining service history and mapping data, today’s service leaders can uncover what customers truly value, and stop spending time on what they don’t. Panelists will discuss the power of data mining service history to uncover predictive insights, track shifting needs, and eliminate non–value-add activities that drain resources. Find out how to moved beyond relying on individual technician opinions to building fact-based, customer-centric service strategies that boost efficiency, reduce waste, and strengthen relationships, including:

• Turning service history into growth strategy by mining and interpreting historical data to identify patterns, predict needs and plan proactively
• Leveraging geo-contextual intelligence to fine-tune service delivery and anticipate challenges
• Identifying and removing low-impact activities for FSEs to focus on what customers actually care about
• Tracking and adapting to shifts in customer needs without guesswork and overservicing using dynamic customer profiling