Closing Skills Gaps With Technology: AI's Role In Boosting Service Efficiency [Forbes]
TechTarget, Inc. (TTGT)
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Source: Forbes
Technology, particularly AI, is playing a crucial role in bridging the skills gap and enhancing operational efficiency in service organizations. That's the consensus of our company's 2024 Field Service Benchmark Report . The study, analyzing data from 145 diverse service organizations (i.e., any organizations that support and service complex equipment and/or machinery), demonstrates how AI is reshaping workforce dynamics and customer service approaches. Service teams are grappling with two major challenges: a widening skills gap in their workforce and escalating customer service expectations. These issues are further compounded by the introduction of increasingly complex machinery and the rapid evolution of technological offerings, such as IoT, remote connectivity and so on. This convergence of factors creates a uniquely challenging environment for service management. One of the most significant findings of the report is the efficiency gap between top- and bottom-performing organ
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