The AI in Business Podcast Turning Legacy Service Contracts into First Time Fix Wins - with Joe Lang of Comfort Systems
Aug 21, 2025
Joe Lang, Vice President of Service Technology and Innovation at Comfort Systems USA, offers insights into managing data complexity in field service operations. He reveals how translating tribal knowledge into usable data is crucial for technicians. Joe emphasizes the pitfalls of early data cleaning and the transformative power of AI in aligning terminology across teams. He discusses the shift from reactive to predictive service using strategic KPIs and highlights the importance of training and knowledge sharing in integrating technology effectively.
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Start With Imperfect Data
- Don't wait for perfect data before starting AI projects.
- Take imperfect data, run analysis, and iterate to find where to fix sources.
Translate Tribal Terms, Don't Erase Them
- Tribal knowledge creates many labels for the same equipment which confuses analytics.
- Use AI translation to map slang into standardized equipment categories on the back end.
Protect Field Workflows While Standardizing Data
- Translate field language in the backend instead of retraining veteran technicians.
- Let users keep their workflow while you standardize data for analytics.