Field Service Operations: AI-Powered Agent App for Manufacturing
A manufacturing company with complex multi-site operations needed ServiceNow’s Agent App configured with AI integration and mobile-first design. XpertApps delivered a solution that transformed how field technicians manage tasks, resolve issues, and collaborate on-site.
75%
Faster Issue Resolution
AI-powered routing and prioritisation cut resolution times.
100+
Tasks Managed Daily
Per agent, enabled by mobile-first workflow design.
15%
First-Time Fix Rate Increase
Better information access improved on-site success.
The Challenge
The manufacturing company operated across multiple sites with complex agent configuration requirements. Field technicians needed a mobile-first tool that could handle task management, AI-assisted prioritisation, and offline capabilities for locations with limited connectivity. The existing setup lacked real-time insights and relied on manual task assignment.
The Solution
XpertApps configured ServiceNow’s Agent App with AI integration tailored to the company’s operational requirements:
- Mobile-first design optimised for field technicians working on-site
- AI and LLM-powered task prioritisation and intelligent routing
- Offline capabilities with automatic sync when connectivity is restored
- Location tracking and real-time operational dashboards for supervisors
- Custom agent configuration for multi-site operational workflows
The Results
Issue resolution times dropped by 75%, with each agent managing over 100 tasks daily through the mobile-first interface. First-time fix rates improved by 15%, driven by better information access and AI-assisted decision support in the field.
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