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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:
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
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
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.
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