Whether AI such as ChatGPT can fulfil its ambitious promise to drive automation, transform recruitment processes, streamline engineer management, and enhance field services operations is a hot topic of conversation in the industry.

We’re taking a closer look…

Field service and similar manual occupations are considered less susceptible to automation and computerisation due to the need for flexibility and physical adaptability. So automation and AI is unlikely to be a threat to jobs and could in fact be beneficial in helping an industry facing pressures from an ageing workforce.

Research indicates that nearly three-quarters of companies (73%) perceive an aging workforce as a looming concern for their field service operations. To compound the problem, not enough millennials and ‘Gen Zer’s’ are seeing the profession as an attractive career option. Additionally, more than two-thirds (67%) of businesses recognise the pivotal role of technology in attracting new talent (The Engineer, 2023). The dilemma lies in determining the specific technologies and the extent to which an organisation is willing to invest in them.
Creators of ChatGPT, OpenAI, believes it has the ability ‘to limit the impact of a shrinking and ageing field service workforce in several ways.’ Let’s dive into them.

Recruitment & Retention
The void left between an ageing and retiring workforce and not attracting new talent in field service may be bridged by AI creating a more accessible, relevant knowledge for new generations entering the workforce. By capturing the knowledge between manuals, online guides and experienced workers, AI can quickly organise this information into an accessible format, more desirable for a generation raised on technology. Just imagine a trainee engineer having access to exact instructions, overlayed visually via immersive Augmented Reality, with work summarised in seconds by a chatbot, knowledge base or virtual assistant.
This prospect of creating a knowledge bank creates opportunity for better engagement in learning for a digitally native generation. Despite this, the importance of real-life knowledge from former generations cannot be dismissed or devalued.

Automation of routine tasks and maintenance
AI-powered systems can automate repetitive and mundane tasks, allowing older workers to focus on more complex and strategic aspects of their roles and make field engineering seem more attractive career to younger workers. Additionally, AI algorithms can analyse data from equipment sensors to predict when maintenance is needed, reducing the physical strain on older workers whilst also extending the lifespan of machinery.

Workforce management

By automating mundane tasks and improving asset intelligence, field service teams can optimise processes by:

• Scheduling optimisation

Analysing historical data, current workload, and technician availability.

• Route planning

Real-time traffic data and other variables to minimise travel time and petrol, whilst maximising jobs completed per day.

• Performance Monitoring

Monitoring engineer performance, tracking key metric, and adherence to safety protocols – allowing identification for areas of improvement and providing targeted training and support. 

‘Unretiring’ older engineers

AI-powered remote assistance tools can enable less experienced technicians to receive guidance and support from more experienced experts located elsewhere, minimising the need for physically demanding on-site work by senior employees yet connecting them to the new workforce.

So, whilst AI is creeping into new industries, the unparalleled human touch will always be relevant. If your business has a struggling field service workforce, recruiters such as Concept have built a network of skilled field workers ready to be deployed, with our recruiters using their experience and expert judgement to identify the best candidates for a project (find out more). Concept also have a dedicated Academy model, which enables you to train people to become your next generation of field service and engineering.  

In conclusion, AI presents a promising solution to mitigate the challenges posed by an aging field service workforce, offering automation, knowledge transfer, and predictive maintenance capabilities. However, while AI enhances efficiency and productivity, it complements rather than replaces the invaluable human experience and expertise essential for the dynamic and nuanced nature of field service operations.