AI and ML Transform Field Service Management by 2028

Companies adopting AI and ML to optimize field service management, improve CX

According to recent research from Information Services Group (ISG) III, two-thirds of enterprises expect to utilize AI in managing their field service operations by 2028. This technological shift aims to enhance oversight of the various factors involved in delivering customer support on-site.

The ISG Buyers Guides™ for Field Service Management highlight that an increasing number of companies are integrating AI and machine learning (ML) into field service management (FSM) to streamline operations, boost customer experience, and better predict maintenance requirements. This trend marks a significant transition from reactive to proactive service delivery, enabling companies to engage with customers more effectively and meet their demands for prompt and reliable service.

“Current FSM platforms allow for more timely, accurate, and seamless customer service by tapping into richer data sources,” states Keith Dawson, research director of Customer Experience at ISG Software Research. “This capability enables companies to foresee when specific types of service are necessary and inform customers in advance.”

The integration of AI and ML represents a new phase in the development of FSM software, designed for mobility, automation, and data-driven decision-making. As with IoT-enabled remote monitoring and predictive maintenance, AI is transforming how field service teams are deployed.

AI-powered analytics, combined with the growing availability of real-time data, helps enterprises utilize field service resources more efficiently. By 2029, ISG anticipates that remote sensing and IoT will become standard operational tools, minimizing the need for on-site visits and calls to service centers. These technologies will also enable proactive maintenance by using AI to analyze historical data and usage patterns to predict service needs.

Engagement between customers and FSM is becoming more proactive and centered on customer needs. Consumers can now track requests and provide feedback. ISG recommends that enterprises choose field service systems that incorporate customer engagement across various communication channels and include self-service features.

In industries like manufacturing, consumer goods, and utilities, field service is vital for success. The research indicates that these sectors need to deliver proactive maintenance and support, repair services, and operational assistance to customers while managing their infrastructure. AI-based predictive tools, including evolving agentic AI, enhance precision in determining what requires repair and when, while facilitating interactions between remote teams and clients.

The challenges faced by field service in the power and utilities sector are growing due to the increasing reliance on renewable energy, electric vehicles (EVs), and the development of smart cities. ISG notes that field service operations must continually meet consumer expectations for seamless service and strong customer support. This demands not only effective worker dispatch but also comprehensive orchestration that includes process optimization and extensive workflow automation.

For its 2025 Buyers Guides™ for Field Service Management, ISG evaluated software providers across five platform categories: Field Service Management, Field Service Customer Engagement, Field Service Proactive Maintenance, Manufacturing Field Service, and Power and Utilities Field Service. Each category received a separate Buyers Guide, assessing a total of 23 providers, including names like Comarch, CSG, Epicor, FSM Global, IBM, IFS, Infor, Kapture CX, Microsoft, Nomadia, Odoo, Oracle, Oracle NetSuite, OverIT, Praxedo, PTC, Salesforce, SAP, ServiceNow, ServicePower, ServiceTitan, Simpro, and Synchron.

ISG Software Research evaluates and ranks software providers and their products on seven performance metrics: usability, manageability, reliability, capability, adaptability, validation, and total cost of ownership and return on investment (TCO/ROI). Providers earning top three spots in each category are designated as Leaders, and those with the highest Leader rankings in their platform category are recognized as Overall Leaders.

The 2025 Buyers Guides™ for Field Service Management identified the following Overall Leaders:

Field Service Management: ServiceNow achieved the highest overall rating, followed by Salesforce and Oracle, all designated Leaders in every performance category. IBM, IFS, Infor, Microsoft, Oracle NetSuite, PTC, and SAP received an Exemplary rating, while Kapture CX and Praxedo were rated Innovative.

Field Service Customer Engagement: ServiceNow again led the ratings, followed by Salesforce and Oracle, all rated as Leaders in all seven categories. IBM, IFS, Infor, PTC, and SAP received Exemplary, with Microsoft and Kapture CX rated Innovative.

Field Service Proactive Maintenance: ServiceNow, Salesforce, and Oracle secured top ratings, all designated as Leaders across the seven performance categories. IBM, IFS, Infor, PTC, and SAP were rated Exemplary, with Microsoft noted as Innovative.

Manufacturing Field Service: Salesforce garnered the highest rating, closely followed by Oracle, both designated Leaders in each performance category. IFS placed third, rated as Exemplary and a Leader in five categories, while IBM also earned an Exemplary rating.

Power and Utilities Field Service: Salesforce led once more, followed by IFS, both designated as Leaders across all seven categories. IBM was recognized as a Leader in five categories.

“Consumers view field service as a reflection of a company’s fundamental ability to support its products and services,” commented Mark Smith, partner and chief software analyst at ISG Software Research. “For the first time, comprehensive research on software providers focusing on field service and their requirements is available through ISG, assisting enterprises in selecting the FSM software that best suits their needs.”

The ISG Buyers Guides™ for Field Service Management represent a year’s worth of market and product research. This research is conducted independently—unbiased by software providers—and is aimed solely at helping enterprises optimize their investments in software products.

To learn more about the ISG Buyers Guides™ for Field Service Management, including executive summaries of each of the five reports, please visit our website. Complete reports with provider rankings across seven product and customer experience metrics and detailed findings are available upon request from ISG Software Research.