AI will make field service techs the in-demand job of the future!
Tech workforce and labor shortage
We all know the story—field service is grappling with an aging workforce. The pool of available talent is shrinking, and companies are struggling to find qualified techs. According to a recent report1, 40% of service organizations cite the lack of skilled workers as their top operational concern. To make matters worse, efforts to capture the “on-the-job” knowledge of retiring workers through advanced knowledge management systems have proven both costly and complex.
At Bruviti, we’ve seen many customers implement retention programs with some success, but the increasing operating costs to fight this trend are not sustainable. So, how do we overcome the long-term shift of younger workers pursuing remote, digital roles? Well, the answer may be—have patience!
AI’s workforce impact: Automating repetitive, digital tasks
Let’s step back and take a look at the bigger picture. We’re at the beginning of a generational shift in the U.S. workforce. The rise of artificial intelligence (AI), particularly its ability to automate high-volume, repetitive tasks, is reshaping the entire landscape. Research by McKinsey2 suggests that by 2030, up to 30% of current work activities could be automated by AI technologies. This wave of automation will heavily impact the customer service and support sector, especially contact centers, which not only handle large volumes of routine tasks but have historically provided entry-level jobs for many workers.
This is more than just a prediction. At Bruviti, we’ve recently deployed AI software agents to help customers automate routine service processes in their contact center operations. These self-improving software agents have already begun to significantly reduce labor costs.
Future prediction: The new dawn for Field Techs
So, what does this mean for field service?
Roles that require physical presence, hands-on skills, and specialized expertise—like field service technicians—are unlikely to be replaced by AI anytime soon, though AI will certainly help enhance technician productivity.
Here’s the twist: behind all the cutting-edge tech and buzzwords, AI is shifting the balance of supply and demand in the labor market. On the demand side, AI automation will reduce the number of job openings for entry-level, remote/digital roles (like contact centers). In contrast, demand for field technicians will remain relatively stable. On the supply side, workers of the future will gravitate toward where the demand is—roles that require technical, hands-on skills will become more critical than ever. A recent McKinsey3 study found that technicians, maintenance and repair roles, and builders are among the job categories projected to see significant net increases in demand by 2030.
Conclusion: Field service jobs will be in-demand again
From our vantage point at Bruviti, where we deploy AI automation solutions in customer and field service, we see the pace of change firsthand. It will take time and patience, but our prediction is that field service jobs aren’t fading into history—instead, they will re-emerge as critical, in-demand roles for the future workforce.
A positive AI story—may it be so!
Resources:
- https://sightcall.com/blog/52-field-service-stats-that-you-need-to-know ↩︎
- https://www.mckinsey.com/mgi/our-research/a-new-future-of-work-the-race-to-deploy-ai-and-raise-skills-in-europe-and-beyond ↩︎
- https://www.mckinsey.com/featured-insights/sustainable-inclusive-growth/chart-of-the-day/a-jolt-to-jobs-from-gen-ai ↩︎