The field service industry faces a widening gap between issue complexity and technician capability. As experienced workers retire faster than new technicians can be trained, a trend often called the “silver tsunami,” organizations are facing lower first-time-fix rates (FTFR), longer mean time to repair (MTTR), and higher service costs.
According to the Gartner® September 2025 research note titled “Exploit AI-Driven Field Decision Intelligence to Increase Profitability,”: “By 2028, 40% of field service providers will use AI-driven solutions to support, upskill, and supervise technicians, up from below 10% today.”
This marks a shift from traditional FSM (Field Service Management) systems to intelligent, outcome-oriented operations.
Gartner defines Field Decision Intelligence (FDI) as: “FDI is a set of AI-driven capabilities that helps technicians inspire customer confidence by improving preparation and support.”
FDI integrates multiple technologies, generative AI, computer vision, predictive analytics, and contextual reasoning to ensure that technicians arrive:
The result: higher FTFR, lower MTTR, improved CSAT, and ultimately higher profitability.
The Gartner research note highlights three critical pillars that determine the ROI of FDI investments:
At its core, successful FDI is built on composable intelligence spanning people, processes, and data.
Gartner mentioned Circuitry.ai as an example Vendor delivering conversational data-backed guidance capabilities.
Circuitry.ai’s global team combines AI expertise with decades of experience delivering service lifecycle solutions for leading manufacturers, using retrieval-augmented generation (RAG) and context-aware task guidance to synthesize knowledge from manuals, service history, and diagnostics.
Circuitry.ai’s Service Decision Intelligence platform extends this paradigm beyond field service into the full service lifecycle, connecting field, warranty, and parts decisions into a unified decision network.
Through its Service AI Workers, Circuitry.ai delivers three specialized roles:
By fusing these with knowledge graphs and composable decision logic, Circuitry.ai operationalizes contextualized, actionable insight delivery.
The Gartner research note concludes: “The time to invest in developing FDI is now, but it will likely continue to improve over time, with incremental progress achieved through ongoing enhancements to the areas above. For that reason, it is important to be able to track progress using objective metrics such as cost to serve and customer effort score in order to justify ongoing long-term funding.”
Many service teams are already using AI to:
Circuitry.ai’s pre-trained Service AI Workers, built on secure enterprise connectors, plug into existing FSM and CRM systems as an intelligent layer that delivers advanced capabilities without requiring an overhaul.
Field Decision Intelligence is no longer a “future-state” idea. It’s the defining edge of next-generation service performance.
Circuitry.ai’s Service Decision Intelligence gives organizations a fast, low-risk path to empower technicians to make better, faster, and safer decisions every time.
Start your Autonomous Service Journey with Circuitry.ai today. Learn how our Service AI workers, powered by Decision Intelligence, can help your teams achieve measurable improvements in productivity, outcomes, and efficiency; the three levers Gartner calls essential for next-generation field operations.
Gartner ® research note, Exploit AI-Driven Field Decision Intelligence to Increase Profitability, Jim Robinson, 3 September 2025
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