By 2027, it is expected that 75% of service providers will be able to offer their services at the speed of conversation, thanks to the implementation of the next generation of AI, known as “Agentic AI” (AIA). This technology is designed to make decisions by applying causal logic, similar to the way humans do. Mark Brewer, Vice President of Service Industries at IFS, explains that “Agentic AI enables intelligent decision-making and understanding of complex contexts, providing more accurate responses and improving the customer experience.”
On this, IFS has highlighted the revolutionary impact of artificial intelligence (AI) and the adoption of advanced technologies in the delivery of business services. According to the company, these innovations are redefining the way companies operate and relate to their customers.
Another major challenge expected to be addressed by 2027 is the global skills shortage. IFS predicts that 50% of service providers will turn to a new group of contingent and flexible workers. An example of this strategy is a client in the cleaning industry that is testing a model in which a team arrives by vehicle and then travels on foot or on electric bicycles to serve nearby clients. This approach is scalable thanks to AI-optimized scheduling, which organizes equipment and transportation efficiently.
This flexibility in deployment allows for the hiring of part-time or flexible employees, as well as gig economy workers. Brewer notes that “with basic task-based training, many services can be delivered very efficiently using this largely underutilized human resources model.”
75% of service providers will provide services at the speed of conversation. To do this, they will adopt systems powered by the next generation of AI, known as “Agentic AI” (IAA).
Democratization of Technical Knowledge
In sectors such as facilities management, ICT services and maintenance, the shortage of qualified personnel has transformed job requirements. By 2026, it is predicted that 80% of technical knowledge articles will be generated autonomously thanks to AI, democratizing access to technical knowledge and providing real-time expert support. New professionals, less specialized and more generalists, will need greater technical support to meet the demands of the sector. Having up-to-date knowledge repositories has become indispensable, but maintaining them manually requires significant time and resources.
AI Agents for Every Asset
Looking ahead, IFS predicts that by 2030 each asset will have its own AI agent. For example, an AI agent could detect a pressure drop in a boiler and alert the user with a tutorial to resolve the problem, or predict a part failure and offer options to repair it, ensuring proper maintenance. This approach not only improves performance but also provides customers with fast and customized solutions.
Benefits for Manufacturers and Service Providers
Equipment manufacturers and service providers are investing in these solutions, allowing them to generate new subscription revenue, reduce costs and strengthen customer loyalty through a proactive and efficient experience. Brewer concludes that “these innovations allow companies to offer a more efficient and personalized service, which translates into greater customer satisfaction and a competitive advantage in the market.”
