We interact with examples of artificial intelligence (AI) and the Internet of Things (IoT) every day: asking Alexa a question, using Google Maps, adjusting the Nest thermostat via the app, using voice-to-text. 

We encounter countless examples without realizing it, too: the grid that controls traffic lights, parking garage security gates, industrial A/C systems keeping urban buildings cool.

 We certainly notice those examples if they’re NOT working. But behind the scenes, AI and IoT are powering uptime so they work properly and blend into the background of our daily lives. Not only are AI and IoT running more things than we realize – they’re changing the way companies are doing business. 

 A transactional customer approach is out-dated; building long-term customer partnerships is the new goal. The service industry is no different. The old break/fix model doesn’t cut it anymore. Service organization value lies in up-time and outcomes, powered by smart technology and streamlined processes. 

 We live in an instant-gratification environment – and so do customers. First-time fixes are no longer a way to go above and beyond – they’re an expectation. Exceeding customers’ expectations means using real-time data to monitor, analyze, and prevent down-time entirely (no “fix” required). Leveraging real-time and historic data to inform usage-based maintenance schedules not only increases uptime – it also decreases field service costs and demands. 

 When service organizations integrate IoT-connected devices with existing field service platforms and add a layer of AI, the result is that things work better. And companies know when they might stop working – before something breaks down.

 This unprecedented insight into product utilization, environmental conditions, and performance under various scenarios can help improve products, selling approaches and services, based on highly relevant, data-backed information. Spoke AIOT was built from the bottom up to drive outcome-based services. This makes time-based preventive maintenance irrelevant. Instead, Spoke enables companies to use real-time data to monitor, analyze, and schedule usage-based maintenance to ensure successful customer outcomes while managing field service costs.