The scarcest resource in field service isn't parts or machinery. It's expertise. Assets change faster than their documentation can keep up, knowledge is scattered across manuals, systems and the heads of a few senior technicians, and the hiring market is overheated. The result: growth is capped by the number of experts you have, and every retirement is a risk. AI can turn that bottleneck into a competitive advantage, but only if it's used for more than personal productivity. Many organizations roll out AI tools that help individuals work a little faster, and then wonder why they see AI everywhere, except in their P&L. The real value comes when AI is used to accelerate strategic growth: rethinking how expert knowledge flows through the service chain, so that you can serve more customers, resolve issues faster and scale without hiring scarce experts.

In this interactive workshop, we share what we learned from implementations that delivered lasting value, not just one-off efficiency gains. With a special vehicles manufacturer, we built a field service AI system with their technicians that brings expert knowledge into every step of diagnosis and repair: first release within 12 weeks, rated 8.3 out of 10 for usability, and 91% of users would use it daily. Similar examples in construction and network operations show how one solution becomes the foundation for value further down the chain. 

In this session, we will: 

• Show real-world examples of companies that turned scarce field expertise into a competitive advantage with AI 
• Share five practical lessons that make or break AI in field service, from building it with technicians to earning adoption every day
• Challenge your views through live voting, and discuss what it takes to get started and create value fast