PODCAST:The AI in Business Podcast
TITLE:Leveling-Up Field Service Operations with AI - with Easwaran Krishnamurthy of Johnson Controls
DATE:2024-01-03 00:00:00
URL:
MODEL:gpt-4-gizmo
In the "Leveling-Up Field Service Operations with AI" episode of the AI in Business podcast, Matthew DeMello interviews Eswaran Krishnamurthy, Vice President and Chief Information Officer at Johnson Controls. The discussion focuses on the practical application of AI in field service operations, particularly in heavy industries and B2B customer-facing workflows.
EK shares insights on the key challenges faced by field service leaders, emphasizing the importance of data management and providing enriched customer interactions. He highlights the need for consistent data sets for effective AI modeling and how AI can aid field technicians in offering better service and achieving first-time fixes.
The conversation also touches on the use of augmented reality (AR) and digital twins for employee training and monitoring equipment health. EK underlines the role of AR in safe and efficient training, while digital twins help mirror real-world equipment scenarios for better maintenance and operation.
EK discusses the concept of a "co-pilot" for technicians, where AI serves as an assistive tool, providing them with necessary information and insights on their mobile devices. This approach aims to enhance user experience by integrating data analysis into everyday tools used by technicians.
The episode explores how AI can help in identifying upsell opportunities during service calls, transforming service visits into potential sales opportunities. EK advises peers in the industry to focus on the complete product lifecycle and to leverage data from connected equipment for revenue generation.
Matthew DeMello wraps up the episode by reflecting on the connection between physical activities and data representation, noting the significance of simple data collection methods like spreadsheets in the pathway to more advanced AI applications like AR and VR in field services. The episode provides a comprehensive view of the current and potential uses of AI in field service operations, emphasizing the need for strategic data management and the integration of AI tools into the workflow of field technicians.
