Cara Hibbard | Field Service East

August 10, 2026

8:55 AM Keynote: Agentic AI In Service: Designing Customer Centric Journeys that Lift Performance

Customers no longer judge field service only on whether the job gets done; they expect proactive communication, accurate ETAs, personalized recommendations, and seamless handoffs between channels and touchpoints. Agentic AI makes this possible by orchestrating end to end workflows – from intelligent triage and dispatch to technician guidance and follow-up – while keeping humans in control of key decisions. For leaders, the opportunity is to use AI agents to create a more predictive and customer centric service experience without adding complexity for frontline teams.

In this keynote Cara Gaboury will delve into her experience at translating that vision into performance results: using agentic AI for smarter scheduling and capacity planning, reducing truck rolls and mean time to resolution, improving technician utilization, and closing the loop between service data and commercial outcomes.

Cara will explore practical starting points (like AI-driven triage or knowledge assistants in the field), operating model changes required to manage AI agents alongside people, and the governance, KPIs, and change management needed to scale adoption responsibly. Attendees will leave with a clear playbook for using agentic AI to build a more customer centric, high performing service organization over the next 12–24 months

Key takeaways include:

Identifying practical starting points (like AI-driven triage or knowledge assistants in the field),
Reviewing operating model changes required to manage AI agents alongside people, and the governance, KPIs, and change management needed to scale adoption responsibly
Creating a clear playbook for using agentic AI to build a more customer‑centric, high‑performing service organization over the next 12–24 months