April 27, 2023
Salesforce announced that its Einstein GPT and Data Cloud products are now accessible in the beta edition of the Field Service app. This option enables field service personnel to access AI-powered features such as real-time data, summarization, and automation.
The integration of Einstein GPT promises to increase communication between field service staff and their contact center, as well as save time and provide service reports. The adoption of this functionality is expected to benefit a wide range of enterprises, including home healthcare providers, technicians, public sector employees, and manufacturing workers. It may also automate the process of gathering notes after house visits, saving these staff a significant amount of time.
Salesforce has worked with a number of LLM partners, including OpenAI, Cohere, and Anthropic, to integrate AI capabilities into its Field Service app. Taksina Eammano, Executive Vice President and General Manager of Salesforce Field Service, stated that incorporating AI into the app might help with numerous duties such as equipment and trip scheduling, as well as improve customer experience.
The AI-enabled software offers “pre-work summarization,” which guarantees that technicians are well-informed about the work of their predecessors before beginning their responsibilities. Additionally, the app may be utilized for on-the-job training or worker communication. Furthermore, Einstein GPT allows employees to look for tailored step-by-step instructions or guidelines that correspond to their specific tasks.
The sources for this piece include an article in TechRepublic.
