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Read the Gartner® Research Note “Exploit AI-Driven Field Decision Intelligence to Increase Profitability” from Jim Robinson, Senior Director Analyst

Discover how leading organizations are using AI-driven field decision intelligence to upskill technicians, improve first-time-fix rates, and increase profitability in field service operations. 




Access the Gartner Research Note

 Enhance Field Service Profitability with AI-Driven Field Decision Intelligence

As technician skill gaps widen and equipment becomes more complex, service leaders are under growing pressure to keep customer satisfaction high while protecting profitability. 

The Gartner research note examines how AI-driven Field Decision Intelligence (FDI) builds on traditional Field Service Management (FSM) systems by delivering AI-powered technician enablement, real-time insights, and context-aware guidance, improving pre-work preparation, decision-making, and service outcomes. 

According to Gartner: 

“By 2028, 40% of field service provider organizations will utilize AI-driven solutions to support, upskill, and
supervise field technicians, up from below 10% today.”

  

 What You’ll Learn in This Report

Get practical guidance and insights from Gartner research, including:
  • How to close the technician skill and knowledge gap with AI guidance 
  • Ways to improve first-time-fix rates (FTFR) and mean time to repair (MTTR)
  • How field decision intelligence drives measurable ROI and customer satisfaction
  • The essential pillars—people, process, and technology—for successful AI adoption 

Circuitry.ai's Perspective

At Circuitry.ai, we’re advancing decision intelligence for complex service operations, helping OEMs, dealers, and field service teams improve technician performance, equipment uptime, and customer satisfaction. 

 Powered by our Service Decision Intelligence Platform, our AI Service and Parts Advisors give technicians real-time, context-aware guidance through a conversational interface. Using a company's proprietary service history, service manuals, and more, the AI provides step-by-step instructions and parts recommendations tailored to each job, ensuring technicians have the right information and parts at the right time. 

Gartner named Circuitry.ai in the Conversational Data-Backed Guidance category as an example Vendor.

 

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Gartner ® research note, Exploit AI-Driven Field Decision Intelligence to Increase Profitability, Jim Robinson, 3 September 2025 

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 
 

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. 

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