When you join the Service Pro AI trial, you don’t just get software. You get a dedicated expert embedded with your team to make sure it actually works.
Most software purchasing decisions follow a familiar pattern. You evaluate the product, you sign the contract, someone from the vendor sends over a login, and then your team figures it out from there. Maybe there’s a recorded onboarding video. Maybe there’s a support ticket portal. And somewhere between the demo and real-world use, the gap between “this looked great” and “our techs aren’t using it” quietly opens up.
AI adoption doesn’t work that way. If you treat it like traditional software, you’re likely to end up in the same place as most organizations that have tried it: continually wasting money on another thing they don’t use. That’s exactly why every Service Pro AI trial includes the support of a Forward Deployed Engineer, or an FDE, from day one.
AI Is Only as Good as Its Adoption
Before we get into what an FDE is, it helps to understand the problem they solve.
Research from IDC found that 88% of AI proofs-of-concept never make it to full production.¹ They stall somewhere between a promising pilot and real, day-to-day use. It’s not usually because the technology doesn’t work. It’s because rolling out AI is genuinely hard without the right support structure in place.
Think about what it takes to get a field technician to trust and use a new AI tool consistently in a loud environment, with greasy hands or gloves, and while being under time pressure. You can’t just hand them a login and hope for the best. Someone needs to be there to configure the system around your workflows, answer questions as they come up, address friction points in real time, and keep things moving forward.
That’s the gap that an FDE is designed to close.
What Is a Forward Deployed Engineer?
A Forward Deployed Engineer is a technical expert on the MSI Data team who is with you from day 1 of your Service Pro AI trial, and remains with you the entire time. Think of them less like a support rep and more like a knowledgeable team member/guide who happens to work for us.
They’re not there to walk you through a slide deck. Our FDE’s are there to get their hands dirty alongside you, understand how your team actually operates, and make sure Service Pro AI is working the way it needs to for your unique environment.
If you’ve worked with MSI Data’s Professional Services team before, you may recognize your FDE. Our team knows Service Pro, knows field service, and knows how to bridge the gap between a new tool and the way real technicians do their jobs.
What Does an FDE Actually Do?
Here’s what working with a Forward Deployed Engineer looks like in practice.
FDEs set you up the right way. That means getting your knowledge base built out with your manuals, service records, and documentation. Due to Service Pro AI’s closed environment, the answers it gives you are pulled directly from your uploaded content and documentation. Your FDE helps make sure the right information is in the system from the start.
FDEs work directly with your admins. Your FDE partners closely with the person or people who manage your Service Pro environment to configure the platform, manage user access, and handle the setup tasks that might otherwise bottleneck your rollout.
FDEs put your technician’s feedback to use. One of the most valuable things an FDE does is get close to your techs, understand how they’re using the tool, where they’re running into friction, and what’s actually helping. That feedback doesn’t just sit with your FDE. It goes directly back to the MSI Data product and development team, which means what your team tells us genuinely shapes what we build next.FDEs stay with you. There’s no set number of days and then a hand-off to a ticket queue. Your FDE stays engaged until your technicians are actually adopting the tool, and you’re seeing real value.
Why MSI Data Built Our AI Program This Way
We’ve seen firsthand that AI is the most high-touch category of software there is. You can’t successfully deploy it by pointing someone at a help article. The organizations that get real results from AI are the ones that treat it like an organizational initiative, not a software install.
That’s not just our opinion. It’s what we’ve observed working directly with field service teams. It’s also what the research shows: most AI pilots that fail don’t fail because the technology doesn’t work. They fail because there wasn’t enough support, structure, or expertise on the ground to drive adoption through the initial learning curve.
We decided early on that we weren’t going to offer Service Pro AI as a low-touch product where you’re largely on your own. That’s not how AI gets adopted, and it’s not the kind of partner we want to be. So we built the Forward Deployed Engineer program to make sure we have real skin in the game alongside you, and that you are supported through every step.
FDE involvement is not an extra cost, nor should good support ever be. We want users to succeed in our trial and beyond, and we want to learn from working closely with your team. As a result, the product and our team keep getting better.
What to Expect During Your Trial
Here’s what the experience actually looks like when you join the Service Pro AI trial with an FDE.
Early weeks: Setup and onboarding. Your FDE works with your admin to get the knowledge base populated, users invited, and the system configured for your workflows. Expect some back-and-forth early on as you figure out what works best for your team. That’s normal, and it’s exactly what this phase is for.
Getting your technicians going. Your FDE works alongside you to help roll out and coach your technicians. They’ll lead you through examples of how to use it in real working conditions, whether that’s noisy shop floors, tight crawlspaces, or field environments where typing isn’t always practical.
Ongoing feedback loops. Every week, what your team is experiencing goes back to MSI Data’s product team. We’re delivering new capabilities on a very short timeline, and your input is a direct part of that. You get a voice in the product. This isn’t just a vendor-customer relationship. Trial customers have a real seat at the table in shaping where Service Pro AI goes. Features that trial customers asked for have already made it into the product, and we are committed to making Service Pro AI work for you.
A Team Around Your Team
Your FDE doesn’t work alone. When you join the Service Pro AI trial, you get access to a full team alongside your FDE.
Your strategic account manager stays closely engaged throughout the process. MSI Data’s product and development team is actively reviewing feedback from trial customers and iterating on the platform. UX designers and engineers are also a part of your extended support team.
This is a meaningful departure from how most software vendors operate. You’re not submitting feature requests into a backlog and waiting to see if they surface in a roadmap 12 months from now. You’re working directly with the people building the product, and your experience is shaping it in near-real time.
Ready to Get Started?
If you’ve been curious about what it would actually look like to bring AI into your field service operation, the Service Pro AI trial is the place to start. You don’t have to figure it out on your own, and you don’t have to worry about being handed a tool your team won’t use.
You get expert support from day one, a team that’s genuinely invested in your success, and an opportunity to help shape the future of field service management software.
Request access to the Service Pro AI trial here.
Frequently Asked Questions
Do I have to pay for an FDE?
No, your FDE is included as part of the Service Pro AI trial at no additional charge. We’re not selling professional services to help you get started with AI. We’ve built this program because we believe high-touch support is what makes AI adoption actually work, and we are ready to help you and your team find service success.
How long does the FDE stay engaged with our organization?
There’s no preset end date. We don’t disengage based on a calendar, which means your FDE stays with you until your technicians are genuinely adopting the tool and you’re seeing real value.
Is our data shared with other Service Pro AI customers?
No. Your data is yours and yours alone. Every customer has their own instance of Service Pro AI. There’s no cross-pollination between customers, and the AI doesn’t learn from one customer’s data and apply it to another. Your manuals, service records, and knowledge base are private to your environment, just like the rest of your Service Pro data.
Can technicians access site history and past service notes through Service Pro AI?
Not yet, but it’s coming soon. Right now, Service Pro AI can pull your current appointment and work order details from Service Pro 10, but it doesn’t yet proactively surface past service history, previous findings, or site notes before you arrive at a job. That’s exactly what the Pre-Work Brief feature will do. It’s one of our highest-priority upcoming features, and will give techs a summary of relevant history and context before they even get on site.
How is Service Pro AI different from just using ChatGPT or another generic AI tool?
Generic AI tools aren’t built for field service. They don’t know your equipment, your customers, or your workflows. If they don’t have the answer, they’ll guess or pull from unreliable sources. Service Pro AI works exclusively from data you control, your manuals, your service records, and your knowledge base. No hallucinations from random internet data. And because it’s fully integrated with Service Pro, everything stays in one place, and nothing gets lost.
What do we need to do to get ready before the trial starts?
The most impactful thing you can do early is get your content ready. Service Pro AI is only as good as the knowledge you put into it. That means gathering your equipment manuals, service procedures, and any other documentation you want the AI to draw from. Your FDE will help you get it loaded into the system, but the more content you have ready, the faster you’ll start seeing results.
Will the appointment summary replace our existing notes fields in Service Pro?
No. The appointment summary is designed to work alongside your existing processes, not replace them. Where the summary posts back to Service Pro is configurable, so you can direct it to a specific field without disrupting how your back office currently uses appointment notes.
What if my technicians are resistant to adopting a new tool?
That’s exactly what your FDE is there to help with. Early friction is normal, and it’s something we plan for. Your FDE works directly with your technicians, understands where they’re hitting roadblocks, and helps reduce that friction in real time. We’ve also found that having a dedicated person from our team who genuinely cares about your team’s experience makes a big difference in how quickly techs get comfortable with the tool.
Sources
¹ IDC/Lenovo research, 2025. Source: CIO.com
