Generative artificial intelligence (GENAI) applied within agents is a precious tool for saving time. Human agents of call centers are beginning to note. Field technicians could quickly do the same.
Salesforce has indeed announced the launch of a first series of Agentforce features for Field Services, intended to improve the efficiency of interventions at home or in business.
Among these tools, there is an automatic reorganization module of the schedules in the event of cancellation, as well as the audio summaries generated by the AI from the notes of preparation for visits. After the intervention, a report can also be written automatically by aggregating customer data and technician’s observations. The latter can then change the report.
Other features are already scheduled for June and July, including agents for planning calendars or the possibility of questioning on site, and in natural language, technical documentation with the Genai, to have summaries and practical syntheses.
A Texan Beta-Tetor
The Texan Axis Water Technologies company, which manages water systems on five regional agencies, was among the first users of these Salesforce IA agents for the FSM.
According to his CTO, AJ Bagwell, Axis Water uses Agentforce to Brief to Brief his technicians faster before their daily tour – installations, maintenance of purification systems, consumable deliveries – without loss of time before their departure.
Previously, Axis used a montage between Zapier and Chatgpt to produce these summaries, remembers Aj Bagwell. Automation directly in Salesforce would save him time, but also to strengthen security.
The company predicts in a second step to integrate Amazon Connect and Salesforce Service Cloud Voice to more precisely capture the exchanges between customers and disparners, and thus enrich the pre-visit notes for technicians.
Technical documentation summaries are key
For Rebecca Wettemann, founder of the independent firm is worth, the most strategic use of the GENAI in on -site services is to be found on the side of summaries (Customer case, solutions sheets, etc.) that technicians can consult during their interventions.
The Genai knows how to summarize long documents, but also, today, complex patterns, which avoids technicians to peel abundant documentation on their mobile devices.
Save time is not negligible, both for experienced technicians and for new recruits in training, adds Rebecca Wettemann.
“This completely changes the cost structure,” she explains. “No more need for long months of integration (onboarding): it is possible to give them the right information at the right time. And recruits no longer need to shoot three months in a truck before being operational, ”she says.
Fifteen vertical
Field technicians work in very varied sectors: telecommunications, energy, health, trade, manufacturing industry, etc. Salesforce therefore logically personalized agentforce enough to automate recurring tasks – including invoicing – in 15 different verticals.
For Taksina Eammano, executive vice-president and director general of Field Service at Salesforce, AI would be a key lever to overcome organizational heaviness, such as complex documentation and poorly optimized schedules. The whole thing, she adds, in a context of shortage of qualified technicians.
“The goal is not to replace these technicians,” she says. “It is not the same debate as in other sectors. We want to put AI at the service of technicians because they are overworked and they waste too much time on tasks that do not really mobilize their skills at the service of customers. »»
Related news :