In this virtual presentation, David Swift, VP of Product Marketing at SightCall, takes a clear-eyed look at the state of AI in field service. Learn where it’s creating real impact, where it’s falling short, and what needs to happen next.
He introduces the idea of the “service gap,”a $30 billion problem rooted in the loss of human expertise and explains why so much of the knowledge that keeps field operations running smoothly never makes it into manuals, databases, or AI systems.
Most organizations are only working with about 20% of their true knowledge. The remaining 80% lives in the tacit experience of seasoned technicians. Practical knowledge that’s learned by doing, not by reading.
David shows how this imbalance limits AI’s effectiveness and outlines a practical path forward: using remote visual assistance to capture expertise as it happens, structuring that data to train more precise AI, and transforming static documentation into dynamic, multimedia learning.
From improving first-time fix rates to preserving the expertise of a retiring workforce, this talk explores how SightCall’s approach to visual intelligence can help organizations turn every service interaction into living knowledge—fueling faster learning, better outcomes, and smarter AI.
Want to take a deeper dive? Check out our white paper: Why AI Fails in Field Service: The Blind Spot No One Talks About, featuring an expanded “Cost of Doing Nothing” Formula, a breakdown of the remote intelligence framework, plus 7 ways that inaction can seriously affect your bottom line.
