Salesforce Field Service GPT to serve AI to the mobile workforce

image of 4 robot/AI all holding laptops | Field Service

Salesforce has announced Field Service GPT, featuring new AI-powered Field Service innovations to help organizations across industries streamline field operations, increase productivity and drive revenue while delivering trusted customer experiences.

With these new AI capabilities, customers can self-book appointments and track the progress of their service visit on the messaging channel of their choice. Mobile workers can predict job duration and ensure they have the equipment they need for a job, reserve work capacity to meet demand and auto-generate briefings with the relevant data they need in advance of service calls.

Organizations and teams leveraging Salesforce Field Service can respond faster with AI-powered self-service, with Appointment Assistant now available across multiple Salesforce products such as Einstein Bots and all messaging channels.  Workforce efficiencies are expected to increase, with work capacity management tools and with Einstein automatically scheduling service appointments and job duration, the necessary parts or tools needed and the right technician for jobs, through a proactive Data Cloud service. To drive frontline productivity, AI-powered field tools such as mobile quoting and document builder, Salesforce Pay Now and External Knowledge Search, as well as augmented reality capabilities with Apple’s ARKit are now also included

Currently in pilot, Field Service GPT, will be included in Field Service Unlimited Edition and includes a limited number of Einstein GPT credits. As usage grow, Salesforce has said that customers will be able to purchase expansion packs for service teams. Customers of Salesforce including AAA, Pella and Ryder System Inc have already begun leveraging Salesforce Field Service.

Taksina Eammano, EVP and GM of Field Service, Salesforce, said: “The rise of generative AI and related technologies is going to fundamentally change how work gets done, but the focus so far has largely centered on use cases for desk workers. That changes now. With the latest Field Service innovations, we are empowering the mobile workforce with the AI tools and real-time data needed to efficiently handle jobs and offload time-consuming administrative tasks, so they can focus on their craft, deliver great service and generate revenue for their companies.”

Rob Pluta, CTO and VP of new products, Ryder System Inc, said: “With AI, we’re exploring opportunities for transforming our team productivity. We’re enhancing our capabilities to drive efficiency, including reducing our appointment times, enhancing decision-making and creating a new horizon of operational excellence.”