Simplifying field work operations with voice AI

Kiren Kahlon

October 13, 2022

9 min read

Voice technology has been a growing trend that gained popularity during the COVID-19 pandemic, which saw more businesses pushing towards mobile ways of working. Becoming hands-free by utilising speech-to-text recognition software has enabled organisations to keep their workforce safe without impacting productivity. 

Whilst many industries have embraced new technologies, field teams have often failed to do so. This is most likely due to the complex operations and wide vocabulary used within the field that has led to many technologies being unable to meet requirements or delivering to a high enough standard. 

In this article, we look at the common issues in field work operations, how voice technology has evolved over the years, and how field services could benefit from integrating voice-based solutions into their existing applications. 

Outdated tools do not solve business problems

Field work operations that are managed with outdated tools do not solve most business problems that are found today. Instead, they offer a simple and quick ‘fix’, rather than actually addressing issues. Organisations need to modernise and implement new technologies if they want to see actual business benefits. 

Voice technology is far more reliable and powerful now than it has been in the past. With Artificial Intelligence (AI) tools getting smarter and more sophisticated, they are now suitable for the complex use cases required in field work, including voice-based navigation, data entry and collection, task prompting and reporting.

So what are the main benefits for field work operations when it comes to voice-based technology? 

Put simply, voice AI solutions automates processes and takes work out of the hands of the workforce, instead allowing them to focus on the job at hand without worrying about the tools they’re using. Specifically for field work, smart technology leads to better data accuracy, improved first-time fix rates, and more efficiency and safety.

Better data accuracy and quality

Data isn’t useful to anyone if it isn’t accurate or accessible. Unfortunately a lot of field work reporting is still done manually, so gathering and managing data is normally done via spreadsheets or pen and paper. These types of processes make it easy for data to be inaccurate, lost or slow to share. Having mobile technology that integrates with voice automates the data collection process for workers. They do not need to worry about stopping the work they are doing to write down their logs, instead they can use their devices and simply speak the necessary information. Plus, since speech is around 3x faster than typing, often more information is given in one go, meaning there is more context and detail given from the start, eliminating the need to chase workers for more information. 

Improved first-time fix rates

When technicians don’t have all the information they need, they often need to wait around for more senior staff to arrive on the scene or to get in touch with them. Having a lack of information can also mean sites need to be revisited for the same issue. Revisits are not only inconvenient for workers and for customers, but they are also unnecessary extra costs for businesses. Offering easy communication within your organisation, as well as ensuring all information and data is up-to-date and correct prevents such issues. 

Voice technology allows workers to get the information they need while they are on the field and update logs in real-time. Whether it’s company documentation, instruction manuals or a channel of communication between the field and wherever other workers may be, remote support can be provided via a mobile device, providing instant support to field staff. This means senior staff members or additional workers don’t need to be present on site and issues can be resolved much more quickly. 

Safer and smarter ways of working 

By having hands-free operations, you minimise distractions and allow your workers to fully concentrate on the job at hand. Having portable and hands-free devices reduces carrying around paper or old hardware and prevents workers from having to stop what they are doing in order to complete forms, access information or get support. 

A survey from Emergence showed that 70% of deskless workers surveyed felt that improved technology would help them do their jobs better. By having technology in place that actually helps workers do their jobs better will not only have a huge impact on how operations run, but also levels of staff satisfaction and productivity. This is backed by research from ReachOut, which found that the combination of mobility and artificial intelligence improves field work agent productivity by 30% to 40%.

Empower your workforce

Adopting voice technology makes things easier for the business and helps propel your organisation into the future. The business world is moving fast and with so many solutions out there, finding the right ones for your business is more important than ever.  

At Wluper, we are working on ​​unique voice-based Conversational AI technology, giving you access to powerful voice and language understanding technology on any device. Using advanced NLU, we allow users to speak more naturally than ever before. No scripts or patterns, simply speak as you normally would and our voice-based technology will understand. 

Learn more about our TrueUnderstanding™ API or book a live demo to see Wluper in action.

‍‍Follow us on Twitter and Linkedin for the latest updates on what we’re up to.

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