AI drives field services demand through 2028, ISG study finds
III•ISG’s 2026 Field Services Report found 56% of enterprises expect AI infrastructure or AI-enabled devices to significantly increase demand through year-end 2028. Enterprises expect 25% of field service incidents to require no human intervention by then, up from 14% currently.
1. Demand and automation trends
ISG’s 2026 Field Services Report found that 56% of surveyed enterprises expect AI infrastructure or AI-enabled devices to significantly increase field services demand through year-end 2028. Data center and connectivity expansion is expected to drive additional demand for 39% of respondents, while data center and technical infrastructure demand growth averages 3%. Enterprises expect 25% of incidents to require no human intervention by 2028, compared with 14% currently, and on-site technician incidents to fall to 17% from nearly 29%. Surveyed enterprises spend an average of $21 million annually on field services, or about $100,000 per supported site.
