109 Rethinking integration in an agentic world AI tools make in-house app creation look simple. But it takes more than an easy-to-build user interface to support field operations Generative AI, low-code tools and Microsoft Copilot have made software creation look trivial, enabling IT teams to whip up a Power App over a weekend. But it’s important not to fall into the ‘shallow automation trap’ and mistake these easy-tobuild user interfaces for the deep operational engines needed to support field workers. Low-code AI may be great in predictable, office-based environments, but it often breaks down when faced with physicalworld complexity. It struggles with critical edge cases, like managing asynchronous data synchronisation when offline, or resolving complex, multi-constraint schedule optimisation across field crews in real time. As a result, for field organisations, creating a mobile interface or a workflow trigger is only five per cent of the battle. The remaining 95 per cent is edge-case resilience – ensuring the system can continue to function, both on and off the grid. Above all, the user experience must support field technicians to work at their best, often in difficult conditions. They can’t do that if the app they’re using requires extra taps to get things done or needs online connectivity to load job forms. Their software must combine reliable offline synchronisation, complex multi-constraint schedule optimisation and field-first user interfaces and experiences. Best-of-breed field service management succeeds because its design is obsessed with field mechanics. It prioritises the experience field workers need – such as instant offline sync, fast sign-offs and zero cognitive friction under pressure. AI doesn’t replace domain-specific software; it elevates it. AI acts as the connective tissue between systems, but it needs deep, highintegrity specialised platforms to direct. Best-of-breed software is re-emerging to fulfil this role. Instead of monolithic systems trying to do everything adequately, modern stacks pair a robust core enterprise resource management system – like Microsoft Dynamics 365 Business Central – with hyperspecialised vertical platforms. A basic blueprint for AI-era field operations is to connect a system of record (enterprise resource planning) with a system of execution (a specialised field layer) and a system of intelligence (AI orchestration). This creates a powerful synergy. For example, Business Central serves as a robust system of record for financials, inventory, master records and so on, while a specialised field layer like Praxedo provides pre-built connectors and AI scheduling engines built specifically for the complex coordination of field technicians. Organisations that combine these technologies gain impressive results. They get the agility of specialised tools, the intelligence of AI and the structural integrity of a proven enterprise core – without taking on the endless technical debt of custom-built internal apps. “Above all, the user experience must support field technicians to work at their best, often in difficult conditions” VIEWPOINT James Koursaris is general manager of North America at Praxedo
RkJQdWJsaXNoZXIy NzQ1NTk=