Unlocking the Future of Field Service Optimization with Gen AI powered Yantr.ai

By Praveen Kumar Gubiligari, Product/Practice Leader, Yantr.ai, Tech Mahindra
By Abhinav, Product/Practice Leader, Yantr.ai, Tech Mahindra
By Gaurav Bhadauria – Technical Lead, Yantr.ai, Tech Mahindra
By Mohammad Asif, Associate Vice President, AWS Business Unit, Tech Mahindra
By Nirmal Singh Tomar, Sr. Solutions Architect – AWS

Tech Mahindra

Generative AI and Machine Learning (ML) are driving a massive transformation in the Field Service Management (FSM) market. As field operations become more intricate and customer expectations for faster, more efficient service rise, companies are looking for creative ways to simplify their operations.

In response to these developments, Tech Mahindra Business Process Services (BPS) Yantr.ai provides a powerful platform that uses AWS Generative AI (Gen AI) services to streamline field service operations, including real-time job scheduling and predictive maintenance. This blog explores how Yantr.ai is leading this change and assisting companies in satisfying the ever-increasing demand for more intelligent, effective field service management.

Tech Mahindra is an AWS Premier Tier Services Partner with more than 10 AWS competencies specializing in digital transformation, consulting, industrial and re-engineering solutions.

Market Landscape

Field-Service Management (FSM) is concerned with the management and optimization of resources employed outside of the company’s properties to perform field-service tasks. The global field service management market was valued at ~$4 billion in 2020, and is projected to reach $24.29 billion by 2030, growing at a CAGR of 19.7% from 2023 to 2030.

In recent years, there has been a rapid increase in the number of field service management tools that use cutting-edge technologies to reduce expenses, increase productivity, and enhance customer satisfaction. More efficient solutions that will save businesses money and effort while also providing better customer service are in demand due to modern technology and the expanding need for field services.

Key Challenges in the Field Service Industry

The focus of field-service management is on the efficient management of resources utilized to complete tasks outside of the company’s premises. Millions of field service technicians are always working on projects. To meet the increasing demand, numerous companies actually hire hundreds of field technicians. Nonetheless, there are a few obstacles that could prevent organizations from providing effective and fulfilling field services. These may include the following:

• Work Order Management: Inefficient workflow processes resulting in decreased productivity and suboptimal efficiency levels.
• Overhead Cost: Administrative expenses, travelling cost, training and fixed asset maintenance impacting overall profitability.
• Invoice & Payment Management: Multiple payment cycles may lead to errors and lack of integration.
• Route Planning: Lack of tools to track and monitor live locations.
• Real-Time Communication: Delay in information sharing between field force and back-office.
• Efficiency & Productivity: Lack of data to find the underlying issues and poorly set metrics; and insufficient data support for forecasting.
• Scheduling & Dispatch: Time consuming manual processes cause scheduling conflicts.

Meet Yantr.ai – Tech Mahindra BPS Reimagining Field Services for enterprises:

Tech Mahindra BPS has developed Yantr.ai, a software as a service (SaaS) + business process as a service (
BPaaS) solution. Yantr.ai platform is powered by AWS services such as Amazon Bedrock, AWS Lambda, and Amazon Simple Storage Service (Amazon S3). This helps to optimize field services operations through Gen AI based dynamic decision-making support, deep analytical insights, and future-proof planning. It integrates people, data, and technology to hyper-automate, optimize, and improve the field services operations and customer experience.

Yantr.ai delivers intelligent, autonomous execution and end-to-end visibility with the aid of people, data, technology, and innovative systems or processes. This lowers operating costs and increases customer satisfaction.

Unlocking the power of Yantr.ai: Key Features and Offerings

Yantr.ai’s features provide businesses with a range of short, mid, and long-term advantages, including enhanced customer service, faster response times, and resource and time savings. To address market gaps and differentiate itself from other FSM providers, Yantr.ai provides a variety of features.

Figure 1: Yantr.ai Offerings

• End-to-end visibility (Control Tower): Provides a centralized view of operations for seamless monitoring and proactive issue resolution across the supply chain.
• Strategic and Operational Planning: Enables data-driven decision-making to optimize resources and align operations with business objectives for long-term success.
• On the Day Risk Management (Jeopardy Planning): Monitors real-time risks and proactively manages disruptions to ensure operational continuity and service level adherence.
• Supply Optimization (Long Term, Short Term, Mid Term): Optimizes inventory and supply chain strategies across varying time horizons to minimize costs and enhance service efficiency.
• Scenario Modeling (Extreme Event Management): Simulates extreme scenarios to prepare and mitigate the impact of unexpected events, ensuring robust operational resilience.
• Route Optimization: Streamlines route planning to minimize travel time and fuel costs while maximizing service efficiency and technician productivity.
• Tech Assist (ADAM) – Gen AI Assistant: Leverages Gen AI to provide technicians with real-time assistance, knowledge retrieval, and decision support on the field.

Yantr.ai Architecture

Yantr.ai runs on an event-driven, serverless architecture to enable developers to run code without provisioning or managing servers. The Gen AI services are offered through Amazon Bedrock, that offers a choice of high-performing foundation models (FMs) through a single API, along with a broad set of functions for security, privacy, and responsible AI. Other components of yantr.ai architecture include:

Figure 2: Yantr.ai Architecture

1. User Interaction via React Frontend: Field technicians use a React-based frontend to input queries, which are processed by the backend for actionable responses. Front end runs on Amazon Elastic Kubernetes Service (Amazon EKS).
2. ADAM Backend: ADAM is a field technician assist module, that leverages AWS Gen AI services to provide field technicians with real-time, contextual support. This significantly enhances their productivity and efficiency by offering technical information on equipment and guiding them through procedural steps.
3. Amazon Bedrock Agents: Bedrock agents orchestrate the foundation model, knowledge base, AWS Lambda functions, and user queries, managing API calls and data flow.
4. Action Group Execution: Bedrock Agents use action groups to fetch necessary data via APIs, ensuring the correct information is retrieved based on the technician’s query.
5. Foundation Models: Amazon Bedrock provides foundation models, accessed by agents for embeddings and response generation.
6. Data Ingestion and Object Storage: Using an automated data ingestion pipeline managed by Apache Airflow DAGs, with AWS services handling data processing transformation and secure storage in S3 buckets.
7. Embedding Storage: Documents are converted into embeddings via foundation models and stored in a knowledge base for quick retrieval.
8. AWS Lambda Functions: These functions handle user requests by coordinating data retrieval and response structuring through Amazon Bedrock Agents.
9. Best Practices: AWS Identity and Access Management (IAM) controls access to services and resources with minimum access. All the data is encrypted at-Rest and in-Transit.

Customer Benefits

Tech Mahindra’s Yantr.ai has transformed field services for its customers across domains and geographical locations by improving customer experience, optimizing the total field spent, and delivering operational efficiency. Yantr.ai helps streamline operations by reducing wasteful practices and allowing administrative staff to concentrate on more strategic tasks. This optimization boosts revenue, controls expenses, and leverages the full potential of the evolving work environment.

Following benefits have been realised by existing Yantr.ai customers:

• Tech Efficiency: Increase in internal technician productivity by ~7% and experience by 15%
• SLA Enhancement: Improvement in SLA by ~ 4% – 7%
• NPS Boost: Improved NPS by ~ 5-7%
• FTE Efficiency: Reduction in FTE across field operations from 25% to 40%
• Production Boost: Approximately 15% improvement in production efficiency of workflow control centre
• Brand Elevation: Improved brand perception and strategic positioning

Figure 3: What makes Yantr.ai truly unparalleled

Success Stories: Yantr.ai in Action

Dispatching technicians and allocating resources proved to be problematic for one of Tech Mahindra’s prominent customers, a telecommunications and media giant. There was a lot of downtime and disgruntled customers due to the inefficiency of traditional methods. By implementing Yantr.ai, customers were able to maximize technician routes, anticipate equipment failures, and significantly reduce total downtime and other benefits like:

• 25% improved efficiencies in the Field back office team
• 10% improvement in Technicians productivity
• Improved NPS by 5%

Yantr.ai can transform field service operations and improve customer satisfaction and operational efficiency, as demonstrated by this real-world use case.

Summary

By utilizing Gen AI to enhance operations and increase productivity, Yantr.ai is revolutionizing the field service management sector. In addition to looking at the market trends that are driving demand for advanced FSM solutions, this blog provides a practical example of how Yantr.ai significantly improved resource allocation and dispatch processes for a leading telecom provider. Tech Mahindra’s collaboration with AWS enables them to leverage the latest AWS Gen AI and cloud services, providing their customers with secure and scalable solutions.

Yantr.ai can transform your field service operations, resulting in higher customer satisfaction, decreased downtime, and increased efficiency. Experience firsthand the revolutionary power of Gen AI in field service management by visiting yantr.ai and connecting with Tech Mahindra team.

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Tech Mahindra is an AWS Premier Tier Services Partner and MSP that specializes in digital transformation, consulting, and business re-engineering solutions.

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