AI-Powered Field Service: Event Recap

Last week, ProQuest Consulting hosted an executive lunch titled "AI-Powered Field Service" at the Salesforce Tower in Sydney, featuring BOC Australia, a major distributor of gas products in sectors like healthcare and manufacturing. The event was full of informative discussions, live demonstrations, and insights into the future of AI in field service management.

Graced with the presence of experts from BOC, Salesforce, and ProQuest, attendees gained invaluable insights from seasoned professionals into the transformative power of AI in field service management.

Missed the event? Watch the on-demand recording:

Starting with a discussion on the evolution of AI, the attendees examined Standard Automation, Normal AI, and General AI to understand their differences and what they can do. We then explored how businesses can leverage AI to enhance field service management.

Here are some of the key improvements for AI-Powered Field Service:

  • Predictive Maintenance: Identifying potential equipment problems before they happen.
  • Optimised Scheduling & Routing: Making service scheduling and travel more efficient for technicians while adapting to real-time changes.
  • Inventory Management: Keeping track of stock more effectively.
  • Remote Assistance & Diagnostics: Use AI-driven tools to diagnose problems remotely or get guided onsite assistance.
  • Performance Analysis & Training: Using actual customer data to improve skills and performance.
  • Enhanced Customer Experience: Providing better service and communication to keep customers satisfied.
  • Compliance & Safety Monitoring: Making sure operations follow all rules and safety guidelines and protocols.

Jamie Mervin, Field Service Specialist-Enterprise, dove into how Salesforce is tackling field service with innovative technologies and solutions, leading to an empowered workforce to do more with the help of AI.

Salesforce also showcased a Field Service demo led by Lisa Steyn, Lead Solution Engineer, on how their platform can bring significant improvements to businesses with the power of AI, helping with efficient scheduling, task and operational management, and customer service interactions. 

BOC also graced us with a question and answer session led by Chris Mandis and Clive Roberts, where attendees could ask experts Jason O'Brien (CTO) and Damian Pauley (Asset Management Manager) about practical applications and learn from their own experiences with ProQuest and Salesforce.

BOC discussed how the platform helped improve their technicians’ productivity by 10%, enhancing their overall service delivery and operational efficiency.


We concluded the event by emphasising the increasing importance of AI in managing field services, with a focus on becoming more responsive, informed, and customer-oriented.

Here are just a few of the photos of the event:


Missed the event? Watch the on-demand recording:

Stay tuned for more updates as we continue to explore innovative developments in AI-powered field service.

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