AI Adoption in Field Service Management to Rise by 2028

Research suggests that by 2028, two-thirds of enterprises will utilize Artificial Intelligence (AI) to enhance field service operations and improve customer experience. The study by Information Services Group (ISG) highlights a shift from reactive to proactive management in the field service domain.

As businesses integrate AI and Machine Learning (ML) into field service management (FSM), they aim to optimize their operations and foresee maintenance requirements. This transition enables improved engagement with customers and addresses the demand for quicker and more reliable service.

Keith Dawson, research director at ISG Software Research, noted, “Current FSM platforms enable more timely, accurate and smoother customer service by tapping into deeper sources of data.” This functionality allows companies to anticipate service needs and provide advance notifications to customers.

The evolution of Forecast Simulation Model (FSM) software includes enhanced mobility, automation, and data-driven strategies. AI is now playing a critical role in deploying field service teams, enabling efficient use of resources. ISG projections indicate that by 2029, Internet of Things (IoT) and remote sensing will be standard tools, reducing onsite visits and enabling proactive maintenance.

Customer engagement has become more interactive and centered around customer needs, leading companies to offer functionalities like request tracking and feedback channels. ISG advises enterprises to adopt field service systems that combine customer engagement with self-service options.

Notably, FSM is vital in manufacturing, utilities, and consumer sectors, which require both support for infrastructure and direct customer services. AI-driven tools provide insights on repairs and service interactions between teams and clients.

As the power and utilities sector grapples with challenges from renewable energy and smart city initiatives, there is an increased necessity for comprehensive field service operations. ISG emphasizes that these operations require not just dispatch capabilities, but also streamlined processes and workflow automation.

In its 2025 Buyers Guides for Field Service Management, ISG assessed 23 software providers across various FSM categories. The evaluation included criteria such as usability and Total Cost of Ownership (TCO) to identify the leading providers in the field.

The rankings identified ServiceNow as a top performer in multiple categories, securing Leader status across all performance metrics alongside Salesforce and Oracle. Other providers received ratings of Exemplary or Innovative.

Mark Smith, partner at ISG Software Research, stated, “Consumers consider field service a test of a company’s basic competence to support products and services.” He highlighted the importance of accessible in-depth research for enterprises to choose suitable FSM software.

The comprehensive Buyers Guides are based on extensive research and aimed at assisting enterprises in optimizing their software investments.