Did you know that field service teams spend just 32% of their time interacting with the customers they serve? The other 68% is consumed by administrative tasks such as entering case notes manually, which hinders productivity. Field service leaders recognize this issue and are turning to AI for solutions. In fact, 78% of field service workers in AI-enabled organizations say that AI saves them time on the job.
Agentforce’s field service capabilities 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.
These new AI innovations address these challenges head-on, providing the tools to eliminate time-consuming tasks and let field teams focus on what matters most: delivering excellent customer service.
A Closer Look
Here are the exciting new capabilities Salesforce has for field service teams:
- Agentforce for Dispatchers Dispatchers now have a powerful tool at their disposal: Agentforce. This conversational AI interface helps dispatchers tackle urgent appointments — whether it’s delays, cancellations, or absences — by presenting real-time solutions in a Gantt chart format. This streamlines decision-making, making it easier to adjust appointments on a single screen, and helps dispatchers operate with greater efficiency.
- Field Service Operations Home A new AI-powered home page for dispatchers and supervisors provides a unified, real-time view of critical data. Powered by Data Cloud and Einstein AI, the home page highlights key trends and patterns, enabling users to quickly identify issues and act fast, leading to improved overall performance and decision-making.
Watch Salesforce Einstein Service Replies via OmniChannel
- Multi-Modal Field Tech Support For technicians in the field, speed and accuracy are everything. With Multi-Modal Field Tech Support, AI-driven image and text recognition helps technicians troubleshoot issues in real-time. By simply photographing the problem through the Field Service Mobile app, Einstein AI interprets the image and generates step-by-step solutions — even offline, thanks to an on-device large language model (LLM).
- Data Capture Data entry just became easier with dynamic forms in the Field Service Mobile App. Technicians can now input data using drop-down menus, images, and files — online or offline. The forms automatically adjust to ensure only relevant information is required, saving time and improving data accuracy.
- Asset Service Prediction Proactively addressing issues before they occur is now possible with Asset Service Prediction. Using historical service data from Data Cloud, AI models can predict potential asset failures and offer reasons for the likely breakdown. This capability helps teams avoid costly downtime and unnecessary truck rolls, leading to better service outcomes.
Conclusion
Here’s the takeaway: in today’s highly competitive landscape, agility is key to the future of field service. The most successful organizations will be those that boost efficiency, increase revenue, and adapt to evolving customer demands. With AI and automation integrated into your field service management software, your workforce will be equipped to consistently provide efficient, high-quality customer service. Want to see this in action? Get in touch with us
