Salesforce Announces AI-Driven Field Service Innovations for Peak Efficiency and Enhanced Customer Experiences

Salesforce today announced new AI-driven field service capabilities to help dispatchers, technicians, and field service leaders expedite time-consuming processes and increase operational efficiency. Built on the Salesforce platform and grounded in a company’s own trusted data through Data Cloud, these latest innovations will also help teams deliver more proactive and satisfying customer experiences. 

Why it’s relevant: Field service teams spend just 32% of their time interacting with the people they serve — the remaining 68% is spent on tasks like manually entering case notes. Field Service leaders want to save their teams time by eliminating the operational tasks that bog them down. They see AI as an answer — 78% of field service workers in organizations with AI say it saves them time on the job.

Go deeper: Salesforce today unveiled the following AI-driven innovations for Field Service:

• Agentforce for Dispatchers empowers dispatchers to quickly address urgent appointments — like ones that involve delays, cancellations, or absences — using a conversational interface. The AI assistant presents a Gantt chart so the dispatcher can easily identify risks and adjust appointments on a single screen, streamlining decision-making and increasing productivity. 
• Field Service Operations Home equips dispatchers and supervisors with an AI-powered home page experience that uses real-time data to surface key insights. This home page unifies data with Data Cloud and uses Einstein to identify patterns and critical trends, allowing users to quickly see what’s important and take immediate action.
• Multi-Modal Field Tech Support helps technicians complete tasks faster using AI text and image recognition. Technicians can photograph their issue with the Field Service Mobile application, and Einstein will interpret the image and provide effective troubleshooting steps that are generated using the on-device large language model (LLM). This LLM allows Einstein to generate accurate responses even when the device is offline.
• Data Capture enables technicians to quickly collect field data with dynamic forms in the Field Service Mobile App — online or offline. Users enter data using drop-down menus, images, and files, with forms adjusting dynamically to ensure only relevant details are entered. This saves valuable time on every entry. 
• Asset Service Prediction lets field service organizations proactively address issues for assets before problems occur. Using an AI model that analyzes historical service data from Data Cloud, Asset Service Prediction can identify the time of — and reason for — a likely asset failure, enabling technicians to avoid downtime and costly truck-rolls. 

The Salesforce perspective: “The future of field service centers on the seamless integration of AI, data, and human expertise. Anticipating customer needs and acting quickly is now critical for every organization. Our new AI-powered capabilities enable dispatchers, technicians, and operations leaders to work with unmatched efficiency and precision, setting new standards in productivity and service delivery.” – Paul Whitelam, GM & SVP, Salesforce Field Service

With Salesforce Field Service, we’re harnessing these technologies to unlock unprecedented efficiency, keeping our teams ahead of the curve, and delivering exceptional service every time.

Rudi Khoury, Chief Digital Officer at Fisher & Paykel

The customer perspective: “Embracing AI and data-driven insights isn’t just progress — it’s a leap into the future of field service. With Salesforce Field Service, we’re harnessing these technologies to unlock unprecedented efficiency, keeping our teams ahead of the curve, and delivering exceptional service every time.” – Rudi Khoury, Chief Digital Officer at Fisher & Paykel

Availability 

• Agentforce Assistant for Dispatchers and Field Service Operations Home will be generally available in October 2024. 
• Data Capture is in beta starting October 2024.
• Multi-Modal Field Tech Support is in pilot starting December 2024.
• Asset Service Prediction is in beta starting October 2024.

Learn more:

• Join the new Serviceblazer Community on Slack, where service and field service professionals connect with their peers, learn new skills, and grow their careers — all in real time
• Check out the latest Service Cloud innovations
• Attend Dreamforce September 17 – 19, 2024 in-person or on Salesforce+
  • On September 18, watch the Service Keynote at 11 a.m. PT and the Field Service Main Breakout at 2:45 PT
  • Stop by the Service Lodge at Dreamforce to experience cutting-edge solutions for field service, including an Apple Vision Pro demo enabling remote experts to guide technicians through complex scenarios

Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.