While 95% of field service organizations use AI, many struggle with workforce turnover and fragmented data systems that hinder effective implementation.

Nearly all field service organizations (95%) have adopted AI, with 85% planning to increase their investments over the next two years. According to Salesforce's State of Field Service research, which surveyed over 2,300 professionals across nine countries, AI is driving measurable business results, including higher revenue and productivity. However, organizations report significant hurdles, particularly regarding workforce training and the integration of fragmented data systems.

Workforce Turnover and Training

Workforce stability remains a primary concern, as two-thirds of leaders report increased mobile worker turnover over the past two years. The research identifies insufficient training and support during the introduction of new technology as the leading cause for this attrition. Experts suggest that companies are deploying AI solutions faster than they are preparing their employees to use them, highlighting a need for prioritized investment in staff training.

Data Silos and Integration Issues

Fragmented technology stacks continue to impede AI effectiveness, with 61% of organizations reporting that mobile workers have limited access to necessary customer data. Only 16% of firms have integrated their field and back-office functions onto a single platform, while many still rely on manual paper logs or spreadsheets. This lack of integration makes it difficult for leaders to measure AI return on investment, as data remains trapped across disconnected systems.