Salesforce Delivers Einstein AI and Analytics for Field Service Lightning

Salesforce, a global provider of CRM, introduced Einstein AI and Analytics for Field Service Lightning, empowering companies to deliver a smarter onsite customer experience that is built on a highly ranked customer service platform. Field Service Lightning now brings together the insights and intelligence mobile workers need to increase productivity, boost onsite efficiency, and drive revenue.

The Salesforce Service Cloud has redefined customer service across every major technological shift—cloud, mobile, social, messaging, and more. And last year with the introduction of Field Service Lightning, Salesforce extended the power of Service Cloud to create a full service platform for managers, dispatchers, and mobile workers. However, as the multi-billion dollar field service market expands into new industries—including finance, healthcare, manufacturing, and retail—there is even more demand to deliver onsite service. Field service technicians have to deal with complicated equipment, don’t always have the right parts, and often lack insight into pre-existing customer issues. This leads to confused employees, frustrated customers, and in the end, multiple trips to resolve customer issues.

Field Service Lightning Brings Insights, Onsite
Now, Salesforce is taking field service a step further, arming mobile workers with the intelligence and insight they need to be more productive and improve first-time fix rates. With three new innovations, Field Service Lightning enables a service organization—managers, dispatchers and mobile workers—to move with speed and efficiency. New innovations include:

• Einstein Vision for Field Service harnesses the power of artificial intelligence to bring image recognition to field service. Companies can leverage pre-trained image classifiers—or train their own custom classifiers—to handle a vast array of specialized image-recognition use cases. For example, with similar looking parts and serial numbers, dishwasher repairs are often complex. Now a dishwasher repairman who needs to replace a water inlet valve can simply snap a picture of the valve, and Einstein Vision for Field Service will quickly identify the exact product type—saving time for the customer, repairman and company.

   

• Equipment and Inventory Management leverages scheduling automation to ensure the correct work crew, equipment and trucks are always where they should be. Managers and dispatchers are able to send technicians into the field with confidence, knowing they’re armed with the equipment and knowledge they need to complete any job during the first visit. For example, a cable company dispatcher is able to use Equipment and Inventory Management to automatically see which technician is closest to the customer and has the correct cable splitters necessary to get the customer’s television set up successfully.

   

• Field Service Analytics provides actionable insights for managers to improve productivity throughout their mobile workforce. Service managers can now integrate all of their data into one easy-to-use application for a complete view of their mobile workforce. And then, they can take action right from their dashboards. For example, a service manager at a medical device company can quickly see that several of her technicians are struggling to install an EKG machine, enabling her to identify classes and set up times for them to shadow senior technicians to get on-the-job training.

   

Keywords: Mobile Workers, Service Cloud Platform, Image Recognition Technology, Smart Equipment Management, Analytics, ARC Advisory Group.