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The State of Service report also found that field service organizations are realizing great productivity gains by using AI agents. According to the report, 37% of technicians said admin tasks keep them from doing their actual jobs, and they spend an average of 7.27 hours per week on low-value tasks. Technicians said AI could tackle 35% of admin work, freeing up two hours a week. Eighty-eight percent report at least a moderate improvement in technician utilization, and 85% report at least a moderate improvement in dispatcher productivity. The report noted that 85% of field service leaders believe their AI investments will increase over the next year.

AI agents are transforming customer service, and agentic maturity is creating customer journeys from good to great. To learn more about the State of Service 2026 Report, you can visit here.