Field service is 95% on board with AI but these legacy issues need attention

Salesforce's State of Field Service research, surveying over 2,300 professionals, found that 95% of field service organizations use AI, and 85% plan to increase investments over two years. Companies with connected systems see measurable results: 57% using AI-powered scheduling report higher revenue per job and mobile worker productivity. However, two-thirds of leaders report increased mobile worker turnover, citing insufficient training as the main driver. Three-fifths of organizations say workers have limited access to customer data, and only 16% have field and back-office technology on a single platform. The top business goals for AI adoption are increasing customer satisfaction (35%) and improving mobile worker productivity (31%). 85% of leaders measure AI ROI, with benefits including higher productivity (43%) and improved customer satisfaction (40%). Despite progress, 40% struggle to measure AI ROI due to fragmented technology. System integration remains a challenge: only 16% have unified data, while 52% still use spreadsheets and 43% manual logs. Service leaders prioritize transparency, data security, and external validation when selecting AI partners. The research concludes that effective AI adoption requires investment in training, data foundations, and system integrations.