Salesforce adds AI and analytics capabilities to field service platform
Additionally, the latest update to the platform adds equipment and inventory management features.
Following the introduction of its Field Service Lightning platform last year, Salesforce has moved to expand the capabilities of its field service solution with the integration of Einstein Vision and analytics.
These additions introduce a whole range of tools beneficial for both field service managers and dispatchers, as well as the various mobile teams who are being deployed.
For example, the combination of image recognition and Einstein Vision, an artificial intelligence under Einstein Platform Services technologies, enables field crews conducting maintenance to quickly identify replacement parts. The mobile team only need to snap an image of a part in question, and the AI will quickly identify the right product type, even in cases where there are similar looking pieces and serial numbers.
By incorporating analytics on the other hand, service managers not only gain a comprehensive view of all data being generated in real-time, but can also take decision right from the dashboard.
Commenting on the latest update, Noel Zammit, CIO, Atlantic Energy, shared: "With Field Service Lightning, we're able to arm our technicians with the intelligence and insights they need to service our customers faster than ever - reducing energy consumption and costs around the globe."
In addition to the introduction of Einstein AI and analytics, Salesforce has added capabilities around equipment and inventory management. Both managers and dispatchers will be able to monitor and schedule jobs in real-time, assigning the right team with the right tools to the job.
Mary Wardley, program VP, Customer Care and CRM, IDC, said: "While the direct customer experience has benefitted from digital transformation, field technicians still struggle to deliver a modern onsite experience. Customer expectations have escalated across the board, and so have expectations for in-the-field diagnostics and issue resolution.
"With features including image recognition, automated equipment tracking and analytics baked into the field service process, digital transformation is reaching the field and will enable companies to run their field service organisation faster and more efficiently."