Field Service Europe 2025: How AI is taking shape in real operations
At this year’s Field Service Europe in Amsterdam, the conversation around AI felt refreshingly real. No buzzwords, no grand predictions — just honest stories from service leaders who’ve been working toward automation for years.
In sessions like “Demystifying Agentic AI” and “Scaling with Confidence”, one theme kept coming back: AI progress takes time, and people remain at the center of it.
Here are four themes that defined this year’s event — and what they mean for field operations today.
1. AI is moving past hype and into real operations
During the Agentic AI panel, Matthew Skipworth from Terex, Jessica Murillo from IBM, and Frank Bunge from Genesys all said it in their own way — AI isn’t something you switch on and forget.
It takes years of aligning data, refining workflows, and sharing knowledge across teams.
What’s paying off now is the foundation these companies built long before AI entered the picture. They kept their experts close, made space for learning, and treated automation as support, not substitution.
Key takeaway:
Progress happens when teams build on what already works and give AI time to learn from people.
2. People make AI useful
Across several talks, the same message echoed: AI can’t run a service by itself.
Even the smartest systems depend on human feedback to stay relevant.
Teams that treat AI as a co-worker — not a competitor — are the ones seeing value. They test, correct, and fine-tune the system so it mirrors how real field work happens, not how a model assumes it should.
Key takeaway:
Keep people in the loop. Their experience is what turns AI data into real-world results.
3. AI works best when it fits the work
While many speakers talked about long-term plans, Fieldcode showed what it looks like when AI truly fits day-to-day service operations.
In his session Zero-Touch Scheduling with AI Agents, CEO Matthias Lübko shared how Fieldcode customers are already using voice AI agents in live environments — built around how dispatchers and technicians actually work.
The agents handle repetitive tasks like ticket creation, confirmation, and schedule updates automatically, but they operate inside the same service workflow technicians already trust.
That means dispatchers don’t have to change how they plan, and technicians still follow the same logic they know — only now, routine steps happen in the background.
The result is smoother coordination, fewer manual touches, and faster service — without anyone feeling replaced or disrupted.
Key takeaway:
AI adoption works when it supports the real flow of field work, not when it forces people to adapt to new tools.
4. AI is one part of the service puzzle
Another strong thread through the event: AI doesn’t stand alone.
It’s one layer in a much bigger system of people, tools, and processes.
Companies tying AI into their scheduling, customer communication, and knowledge management — instead of running separate pilots — are the ones seeing measurable improvement.
Key takeaway:
Treat AI as an enhancer, not the headline. It works best when it fits naturally into the daily flow of service.
Check out a short video from Field Service Europe 2025, capturing the atmosphere at the Fieldcode booth and the energy of the event.
Closing thoughts
Field Service Europe 2025 felt like a turning point. The industry’s no longer asking if AI belongs in service — it’s figuring out how to make it genuinely useful.
The message was clear: keep building on what people already do well, and let automation take care of the repetitive parts.
That’s exactly how Fieldcode approaches it. Connecting every role through Zero-Touch automation and voice AI agents that make daily work simpler, not harder.
Book a personalized demo to see how this balance works in real operations.
Knowledge tip
To get real value from field service management software, start by mapping automation to how your team already works. When AI supports familiar workflows instead of replacing them, adoption happens naturally — and improvements show up faster.
