IOT - Internet of Things Industry 4.0 Service Architecture

Also part of Enterprise Asset and Facilities Management

The Internet of Things is not a technology that operates in a silo. IoT can be enhanced by automation and AI to find new pathways to market. Succeeding in today’s competitive environment requires expert guidance

What is SRM-Service Resource Management and FSM-Field Service Management Software?

FSM systems help companies who manage installations, services, or repairs of systems and equipment, but they also benefit any company whose workers spend time in the field. Though telecommunications and cable service providers, utility engineers and inspectors, and HVAC workers are most commonly associated with field service work, the FSM user base is much broader. Mobile nurses, plumbers, maids, pest controllers, window cleaners, and any other kinds of field workers all need tools tailored to their unique challenges.
SRM systems provides Service Managers with Help Desk to Allocate Tickets and Manage Service Contracts or SLAs.
Customer Self Service Chatbot provides customer with DIY-Do It Yourself Service guide or to generate the service call/ticket online from its mobile phones.
IOT based system provides customer generate service call/ticket automatically by scanning QRCODE or NFC Tag on machine.

Field service management means juggling critical tickets, upset customers, and dynamic service routes and schedules. Furthermore, company-owned vehicles pose safety concerns, as well as fuel and maintenance costs. FSM systems promise specialized software that automates and streamlines tasks and enables executives to focus on growing the business, not managing minutiae.

Simply put, FSM software combines many functions into one unified solution that helps schedule and track field operations. At minimum, a field service management system must be able to receive service requests/calls/tickets, schedule and assign a skilled technician to the job, enable technician mobility, and provide real-time visibility into job status.

A good FSM system like MobileERP provides tools for:
1. customer appointments, ticketing, order management
2. complex scheduling and routing optimization
3. worker activity management (driver logs, time tracking, job status updates)
4. automatic vehicle location and driver safety
5. inventory, billing, accounting, and other back-office systems integration
6. Advanced programs like MobileERP offer complex document management, automated customer appointment reminders, project management, and CRM tools with deep capabilities for a single function—like dispatch—while other systems offer more generalized features like customer portals, fleet management, or call center management.

How AI based Chatbot helps in FSM-Field Service Management OR CSS-Customer Self Service?

Here are just a few benefits that chatbots and artificial intelligence can add to your field service organization.

1) Chatbot Automation Cuts Down on Service Calls
Chatbots make it possible for customers and technicians to resolve their own issues in real-time by accessing tutorials, step-by-step instructions or automated direction to place orders for replacement parts. With a chatbot as a first line of defense in resolving routine service issues, it’s possible for your service agents to spend more time resolving high-value tickets.

2) Chatbots Can Quickly Scale Your Service Department
Chatbots are like automated employees that can work without breaks, holidays or sleep! They can handle multiple customers at one time while alleviating your human resources from mundane tasks. Bots make it possible to scale through digital transformation without hiring more employees to perform the same set of tasks.

3) Chatbots Integrate with your Field Service Management (FSM) tool
Chatbots reduce the time a customer spends on hold by making it simple for them to book service requests that push directly to your FSM. By going online to request technical support, the customer or technician can transition with ease through an automated process that doesn’t require actual human interference until a technician receives the request to visit the customer site. When the chatbot is connected to your FSM, a solid record of all customer transactions is built, giving you fast and easy access to important KPI, and helping your AI to become smarter and more refined.

4) Chatbots Increase Service Availability Outside of Routine Hours
It’s not always possible for companies to offer the same level of support on a 24/7/365 schedule. With a chatbot, you’re able to greet and triage technical support issues at any time. If the issue needs to be transferred to a human agent, that agent will move more quickly towards resolution, because the chat transcript has been automatically transferred to their CRM. With less repetition and downtime, the overall experience is more positive and efficient for the customer or technician, and the agent.

5) Chatbots Help Automate Field Service Requests
Traditionally chatbots are used for customer self-service, but in field service they can support technicians in the field. The technician can be guided by the bot to proper documentation and problem resolution, or they can request immediate visual support from a remote expert that can use Augmented Reality and Artificial Intelligence insights to guide them towards an immediate fix, reducing downtime and the need for additional truck rolls.