AI IN FIELD SERVICE OPERATIONS

摘要

The application of Artificial Intelligence (AI) to field service operations (FSOs) has risen significantly in recent years in part due to AI providing the enablers both to automate and optimise FSO. The effective execution of business processes relies on the ability to plan the utilisation of all resource types; to forecast demand accurately along strategic, tactical and operational timescales. Strategic decision-making is concerned with how well an organisation is set-up for maximising performance. For a field workforce, a common cause of reduced productivity is travel time and not having the best skill-mix. Job assignment is completed by the on-the-day systems, but these will struggle at scale because the possible number of decisions explodes exponentially. To reduce the complexity, the country is split into patches thereby contracting the search space by use of a patch optimisation tool.