Highlights from Field Service Medical: Actionable AI Insights
This week at Field Service Medical, Neuron7 was thrilled to engage with a vibrant group of service and technology leaders. The event provided a platform for peers and experts to explore current challenges and cutting edge solutions in medical field service and technical support.
As part of the event, Neuron7 was selected to lead a panel of experts at different stages of their AI journey. The panel featured Dave Hartley (VP of Customer Care, Translogic), Fernando Morales (Executive Director of Technology Marketing & Field Operations, Karl Storz), and Brad Muhlenkamp (Senior Service Product Manager, Midmark). Each panelist offered practical takeaways from their AI adoption journeys, shedding light on their real-world challenges and successes with this new groundbreaking set of generative and agentic AI technologies.
Continue below to learn some of the key takeaways shared at the event.
Why AI? It Addresses Real Measurable Service Challenges
Service teams face rising product complexity, technician turnover, and data overload. AI has become a powerful solution, yet Gartner research shows that 80% of AI initiatives fail, and 50% don’t make it past the pilot stage. The key is implementing AI strategically to unlock measurable benefits.
As shared with the Field Service Medical audience by Dave Hartley, proving AI’s value at Translogic includes tracking measurable ROI:
- Translogic saved $158K in two years on warranty costs.
- Maintenance renewals increased from 77% to 85% thanks to AI-driven troubleshooting.
- Technician tenure dropped from 17 to 8 years, making AI crucial for knowledge retention and faster onboarding.
- Call center efficiency improved, handling 6,000+ work calls annually with one fewer headcount thanks to AI.
“We revamped our training program so now I can get a tech out in the field in three months and they're confident they can do the job with the AI tool...in the past they felt like they were on an island.”
Dave Hartley
VP Customer Care
Building the Business Case: Buy vs. Build?
Karl Storz faced internal debates on whether to develop AI in-house or partner externally. “We spent a lot of time selling the fact that we should buy the solution that fits,” shared Fernando Morales. The ability to deploy AI at scale and quickly realize value made the decision clear.
Brad Muhlenkamp (Midmark) shared that early skepticism was eased through a proof of concept (POC). The hands-on approach has helped align internal teams and demonstrate AI's potential before full deployment.
“Where we could show ROI on metrics we already report on, that's where we gained alignment with the stakeholders, where we were winning, and where we saw other opportunities.”
Brad Muhlenkamp
Senior Service Product Manager, Midmark
Where to Start? Prioritizing AI Use Cases
Panelists recommended focusing AI efforts on high-impact areas:
- Guided troubleshooting: 67% of service leaders (Service Council) plan to deploy AI-driven workflows for technicians.
- Field service knowledge capture: Preventing expertise loss before veteran technicians retire is paramount.
- Customer support: Reducing escalations and improving first-time fix rates unlocks massive ROI potential.
Key Takeaways for Service Leaders
AI is already transforming service operations. Organizations that take a strategic, step-by-step approach are realizing significant gains in efficiency, service quality, and cost savings.
- Start small, but start now. AI works with existing data and improves over time.
- Get buy-in early. Engage service leaders, IT, and technicians from the beginning.
- Measure and showcase results. Tracking and celebrating wins sustains momentum.
Getting Started
Neuron7's Smart Resolution Hub eliminates uncertainty by providing explainable AI-driven insights with direct links to resolution sources and clear next steps. With transparent, explainable AI, organizations can confidently scale service intelligence across teams, regions, and languages.
To learn more about getting, started check out the AI for Service Buyers Guide and visit t AI Strategy Resource Center.
