--- title: "AI Making Field Service More Proactive, Intelligent, ISG Says | III Stock News" description: "A new report from Information Services Group (ISG) predicts that by 2028, two-thirds of enterprises will utilize AI for field service management (FSM), enhancing customer experience and operational ef" type: "news" locale: "en" url: "https://longbridge.com/en/news/233926659.md" published_at: "2025-03-31T17:35:00.000Z" --- # AI Making Field Service More Proactive, Intelligent, ISG Says | III Stock News > A new report from Information Services Group (ISG) predicts that by 2028, two-thirds of enterprises will utilize AI for field service management (FSM), enhancing customer experience and operational efficiency. The integration of AI and machine learning is shifting FSM from reactive to proactive service delivery, allowing companies to anticipate service needs and improve customer engagement. ISG's 2025 Buyers Guides™ evaluated 23 software providers, naming ServiceNow, Salesforce, and Oracle as Overall Leaders in various FSM categories, emphasizing the importance of AI-driven analytics and customer-centric approaches in field service operations. 03/31/2025 - 01:35 PM **Companies adopting AI and ML to optimize field service management, improve CX** STAMFORD, Conn.--(BUSINESS WIRE)--Two-thirds of enterprises will be using AI to manage field service operations by 2028, tightening control over the many variables involved in providing on-site customer support, according to new research from global AI-centered technology research and advisory firm Information Services Group (ISG) (Nasdaq: III). The ISG Buyers Guides™ for Field Service Management, produced by ISG Software Research, find a growing number of companies are adopting AI and ML in field service management (FSM) to optimize operations, improve customer experience and forecast maintenance needs. This trend aligns with a broader shift from reactive to proactive service delivery, which can help companies better engage with customers and meet their demands for speed and reliability. “Current FSM platforms enable more timely, accurate and smoother customer service by tapping into deeper sources of data,” said Keith Dawson, research director, Customer Experience, with ISG Software Research. “This lets companies predict when certain types of service will be needed and even inform the customer in advance.” Integration of AI and ML is the latest stage in the evolution of FSM software, which is now designed around mobility, automation and data-driven decision-making, the reports say. Like IoT-enabled remote monitoring and predictive maintenance, AI is beginning to transform the deployment of field service technical teams. AI-powered analytics, along with the growing availability of real-time data, enables enterprises to use field service resources more efficiently and effectively. By 2029, remote sensing and IoT will become standard tools for reducing the need for on-site visits and calls to service centers, ISG says. These tools also will support proactive maintenance employing AI to analyze historical data and usage patterns to anticipate service needs. Customer engagement with FSM is increasingly proactive and customer-centric, allowing customers to track requests and provide feedback. ISG advises enterprises to consider field service systems with integrated customer engagement across multiple communication channels along with self-service capabilities. Field service is a major success factor in the manufacturing, consumer and utilities industries, which are expected to provide proactive maintenance and support and repair and operational services to customers in addition to supporting their own infrastructure, the research finds. AI-based predictive tools, including evolving agentic AI, are providing a more precise view of what needs to be repaired and when, while supporting interactions between remote teams and customers. In the power and utilities industry, field service challenges are growing with the rising use of renewable energy and EVs and the development of smart cities, ISG says. Field service operations need to continuously support the expectations of consumers for uninterrupted service and strong customer support. It requires not just worker dispatch but a complex orchestration that includes optimizing processes and automating as much of the workflow as possible. 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 – and produced a separate Buyers Guide for each. A total of 23 providers were assessed: 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 rates and ranks software providers and products on seven performance categories. Five are product-related: usability, manageability, reliability, capability and adaptability. Two are customer assurance-related: validation and total cost of ownership and return on investment (TCO/ROI). Providers ranked in the top three for each performance category are named Leaders. Within each platform category, those with the most Leader rankings are named Overall Leaders. The 2025 Buyers Guides™ for Field Service Management named the following Overall Leaders: **Field Service Management:** ServiceNow earned the highest overall rating, followed by Salesforce and Oracle. All three were designated Leaders in all seven performance categories. IBM, IFS, Infor, Microsoft, Oracle NetSuite, PTC and SAP were rated Exemplary. Kapture CX and Praxedo were rated Innovative. **Field Service Customer Engagement:** ServiceNow topped the list, followed by Salesforce and Oracle, with each rated as a Leader across all seven performance categories. IBM, IFS, Infor, PTC and SAP were rated Exemplary, while Microsoft and Kapture CX were rated Innovative. **Field Service Proactive Maintenance:** ServiceNow, Salesforce and Oracle topped the ratings, and all three were designated as Leaders across the seven performance categories. IBM, IFS, Infor, PTC and SAP were rated Exemplary, and Microsoft was rated Innovative. **Manufacturing Field Service:** Salesforce earned the top rating, followed closely by Oracle, with both designated as Leaders in all seven performance categories. IFS came in third, rated as Exemplary and a Leader in five performance categories. IBM was rated as Exemplary. **Power and Utilities Field Service:** Salesforce topped the ratings, followed by IFS, with both designated as Leaders in all seven performance categories. IBM was rated as a Leader in five categories. “Consumers consider field service a test of a company’s basic competence to support products and services,” said Mark Smith, partner and chief software analyst, ISG Software Research. “For the first time, in-depth software provider research on field service and supporting requirements is now available from ISG to help enterprises choose the FSM software that meets their needs.” The ISG Buyers Guides™ for Field Service Management are the distillation of a year of market and product research efforts. The research is not sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT investments in software products. Visit this webpage to learn more about the ISG Buyers Guides™ for Field Service Management and read executive summaries of each of the five reports. The complete reports, including provider rankings across seven product and customer experience dimensions and detailed research findings on each provider, are available by contacting ISG Software Research. **About ISG Software Research** ISG Software Research provides authoritative coverage and analysis of the business and IT software industry. It distributes research and insights daily through its user community, and provides a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Its ISG Buyers Guides™ help enterprises evaluate and select software providers through tailored assessments powered by ISG’s proprietary methodology. Visitresearch.isg-one.com for more information and to sign up for free community membership. **About ISG** ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments. View source version on businesswire.com: https://www.businesswire.com/news/home/20250331928626/en/ **Press Contacts:** Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com Julianna Sheridan, Matter Communications for ISG +1 978 518 4520 isg@matternow.com Source: Information Services Group, Inc. ### Related Stocks - [III.US - Information Services](https://longbridge.com/en/quote/III.US.md) - [ORCL.US - Oracle](https://longbridge.com/en/quote/ORCL.US.md) - [SCI.US - Service Corporation International](https://longbridge.com/en/quote/SCI.US.md) ## Related News & Research | Title | Description | URL | |-------|-------------|-----| | AI 恐慌压垮了软件——但市场真的错了吗？ | AI 颠覆软件的恐慌导致板块遭无差别抛售，但机构指出软件正被 AI 增强而非取代。市场已过度反应：软件市盈率从 51 倍骤降至 27 倍，低于汽车、半导体等板块。数据印证分化：AI 采用者盈利修正幅度比受干扰者高出 102%。积极整合 AI | [Link](https://longbridge.com/en/news/275909538.md) | | 上一次 “软件要亡” 论发生在 10 年前，后续如何了？ | 巴克莱指出，当前对 AI 的恐慌与 10 年前 AWS 崛起时如出一辙，但历史证明没有软件巨头因此破产，微软等反而实现数倍增长。如今软件板块估值大幅压缩，无差别抛售创造了巨大的错配机会，拥有护城河的公司被错误定价。 | [Link](https://longbridge.com/en/news/275998314.md) | | 报道：AI 军事用途存分歧，美国国防部接近与 Anthropic 切断关系 | 报道称，双方关系破裂源于数月来围绕美国军方如何使用 Claude 工具的激烈谈判。Anthropic 特别希望确保其人工智能不会被用于大规模监控公民，或用于开发无需人类参与即可部署的武器。美国政府方面则希望能够将 Claude 用于 “所有 | [Link](https://longbridge.com/en/news/276069534.md) | | 用 AI 模拟新加坡教师 随时随地帮学生加强数学能力 \| 联合早报网 | WizzTutor 联合创办人徐锦泉和张健伦利用人工智能技术创建了一个在线教育平台，旨在帮助学生随时随地提高数学能力。徐锦泉的创意源于他作为教师时发现学生深夜仍在学习的现象。WizzTutor 提供便捷的在线服务，学生只需使用 iPad 或 | [Link](https://longbridge.com/en/news/276220565.md) | | 亚马逊年度营收首超沃尔玛，零售双雄加码 AI 竞赛 | 亚马逊取代沃尔玛，成为年营收最高的公司。沃尔玛周四公布，其最近一个财年的年度营收为 7132 亿美元，这略低于亚马逊的 7169 亿美元。两家公司在人工智能领域采取了不同的策略：亚马逊大幅加大了对人工智能的投资，而沃尔玛则更依赖技术合作伙伴 | [Link](https://longbridge.com/en/news/276384959.md) | --- > **Disclaimer**: This article is for reference only and does not constitute any investment advice.