Driving performance in Field Services with Conversational AI

Kiren Kahlon

June 9, 2022

9 min read

Technology has transformed our lives, at home and in the workplace. We are now using more digital tools than ever before and the success of tools such as Alexa and Siri have seen more people turning to voice technology to enhance their daily lives. As we become more accustomed to voice technology on a personal level, what can it do for businesses? This article outlines the productivity obstacles that Field Services currently experience and how Conversational AI can help organisations overcome them.

Powerful Language Understanding

Conversational Artificial Intelligence (AI) is a set of technologies that allows machines to understand speech and respond naturally, in a human-like manner. Consisting of Machine Learning (ML), Natural Language Processing (NLP), Natural Language Understanding (NLU) and Deep Learning, Conversational AI not only recognises speech, but also the intent.

Too often, voice technology is confined to chatbots, but Conversational AI goes far beyond this by allowing the end user to speak more naturally and not having to follow a pattern. This differs from the rule-based algorithms used in chatbots, as they predict what the end-user is going to say, so you have to speak in a way that follows those rules. This setup offers far more flexibility for the end-user, by allowing them to speak freely and in a more natural manner.

Utilisting Voice Technology in Field Services

Whilst Conversational AI can be used in many industries, it’s becoming increasingly popular in Field Services. This is due to the large range of benefits it offers for the entire workforce, which are explored in more detail below.

Benefits for employees

Save time and reduce administrative tasks

Manual form filling can be time consuming. Using speech allows your workforce to talk as they go, meaning they don’t need to spend time writing out what they see; they can simply say it out loud. Plus, less forms means less paperwork, and we all know how timely that can be!

Greater efficiency

It’s much easier to provide more in-depth detail and context when speaking, rather than manually typing everything. Your workforce is much more likely to provide more information, meaning there’s far less errors or issues along the way due to lack of detail given.

More convenience and safety

More often than not, in field services, keyboards are an obstacle for productivity. There may be times when it may be inconvenient or even impossible to write things down whilst on the job. By using voice, workers can keep their hands free to focus on the job at hand. Plus nothing ever gets lost, since it’s all backed up in the cloud!

Benefits for employers

Less errors

You’ll see a huge improvement in data quality when your workforce is inputting information using voice. They’re more likely to provide a lot more information than they would if they were writing it down. That means you’re much more likely to get all of the details you need straight away, rather than having to ask the member of staff for more information further down the line. 

Immediate insights

Conversational AI gives you real-time information and data. This means you don’t need to go through mountains of paperwork to find what you need, and you don’t need to wait around for workers to provide you with the information you require. 

Productive, happy workforce

Better processes and tools that are there to help workers on the job will lead to overall higher satisfaction and productivity. By providing your workforce with the tools to do their jobs easier and faster, you’ll find it frees up a lot of their time, leading to better productivity and overall job satisfaction.

Empower your workforce

Switching to voice-first experiences offers benefits that can be enjoyed company-wide. By adding just a couple of lines of code to your existing applications, your whole workforce can begin to see results straight away using the Wluper platform.

We’d love to show you how powerful Conversational AI can be. Book a live demo and see Wluper in action.

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