Document Type

Closed Project

Publication Date

Spring 2018


Charles Weber

Course Title

Strategic Management of Technology

Course Number

ETM 526/626


Artificial intelligence, Machine learning, Service industries -- Management, Technology -- Management


The development and use of Artificial Intelligence and Machine Learning algorithms are more than half a century old. The advancement of technology has allowed for the rapid growth and development of these software systems, which has allowed them to integrate with almost every aspects of our electronic daily lives. In the realm of Field Service Management, the development of Artificial Intelligence and Machine Learning have opened up a pathway for an industrial revolution in efficiency and operational readiness when it comes to providing a strategic solution for service based customers. These potential improvements to our current methods of field service operations promise to improve our abilities to provide customers with accurate and efficient solutions to their equipment service requirements, including proactive and predictive solutions, and improved communication and transparency when it comes to customer service relationships. This paper will show where Artificial Intelligence and Machine Learning began, how it has progressed, its application to the Field Service Management field and the challenges that face the adoption and implantation of this strategic business solution.


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