AI Infrastructure Expansion Drives Surge in Enterprise Field Services Demand
More than half of large enterprises expect artificial intelligence to drive higher demand for physical field services through 2028. Research from Information Services Group (NASDAQ:III) indicates that expanding AI data centers, networks, and connected devices are creating a growing need for onsite technical support across corporate sites.
Surveyed multinational companies currently spend an average of $21 million annually on field services, or about $100,000 per supported facility. While infrastructure expansions push demand upward, AI is also automating routine maintenance. Automated or self-healing resolutions are projected to handle 25% of incident dispatches by 2028, up from 14% today, reducing on-site technician dispatches from nearly 29% down to 17%.
As technician visits shift toward highly complex, time-sensitive tasks, enterprises face growing performance gaps at remote and fleet locations. Going forward, organizations will need flexible operating models that blend internal staff with external resources to maintain operational stability across all sites.
Key points
- A survey of 200 enterprise decision-makers found that 56% expect AI devices and infrastructure to boost field services demand through 2028.
- Large companies spend an average of $21 million per year on field support, averaging $100,000 per supported site.
- Data center, network, and connectivity expansions were identified by 39% of companies as key drivers of additional field support.
- Automated resolutions are expected to resolve 25% of incidents by 2028, cutting required technician dispatches to 17%.
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How we writeDisclaimerQuestions and answers
How is AI affecting field service demand?
A majority of large enterprises expect AI infrastructure and connected devices to increase physical field service demand through 2028, driven by data center and network expansions.
How much do large companies spend on physical tech support?
Large multinational firms spend an average of $21 million annually on field services, averaging roughly $100,000 for each supported site.
Will AI reduce the need for physical technician dispatches?
Yes, automated incident resolutions are expected to increase to 25% by 2028, reducing the proportion of incidents requiring technician site visits from nearly 29% to 17%.