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FSN CrowdThink Session: How Do We Develop Triage Workflows That Leverage Self-Help, AI and Remote Service?

September 14, 2023 @ 2:00 pm 3:00 pm


This session is available for FSN Pro+ members only. If you have an FSN Pro+ membership a button will be available underneath the session description for you to one click register to the Zoom meeting and add the event to your calendar.


If you cannot see the link to join please make sure you are logged in. If you are not an FSN Pro+ member then you can find out more about joining by clicking this link




Format: A dynamic session where we use the wisdom of the crowd to breakdown some of the most challenging aspects of field service operations into manageable sub-problems. Working in small groups each focused on a seperate sub-problem the task is to identify three key take-aways that can overcome the challenge, before everyone returns to the full session and each group shares there take-aways – allowing everyone to have access to a selection of key ideas that they can put into place in their own organisation.


Duration: One hour


Subset problems we will be addressing:


  • How much can we expect customers to do in terms of self-help services?
  • How do we build trust in Artificial Intelligence tools being as effective as human experts?
  • Should there be a clear triage/service process e.g self-help>remote service>on-site?
  • How do we ensure our customers see value in virtual service over on-site?