Salesforce previews EinsteinGPT-powered Field Service Mobile app

Salesforce previewed new capabilities for its Field Service application suite on Tuesday, giving an early look at a new mobile application powered by the company’s EinsteinGPT generative AI engine.

Salesforce Field Service, which is a part of the company’s Service Cloud, offers applications designed to boost productivity of companies’ frontline workers, lower operating costs, and enhance customer experience.

In addition to the EinsteinGPT-powered Field Service Mobile app, updates to to the suite include Asset Service Management and Contractor Management, said Taksina Eammano, executive vice president of Field Service at Salesforce.

EinsteinGPT, which was showcased by the company last month, is Salesforce’s generative AI engine, trained on large language foundation models such as OpenAI’s ChatGPT and open source-based Anthropic.

The company had said that it would offer EinsteinGPT via five products — for service, sales, marketing, developers, and for its Slack workplace chat and collaboration application.

EinsteinGPT for field service employees

The EinsteinGPT-powered Field Service Mobile application, according to Eammano, can help enterprises achieve three goals — support technicians trying to complete service work and summarize it easily, drive more insights about customer experience by collecting more data points, and scale up revenue by upselling or cross-selling.

The application can help frontline service workers complete their work by automatically generating step-by-step guides and how-to content to address specific customer issues, including troubleshooting error codes for an appliance, Salesforce said. AI-generated work summarization can include contextual information, images and text.

In addition, Field Service Mobile will allow teams to coordinate customer issues and work orders in Slack, use prebuilt capabilities from Salesforce’s Component Library for tasks like finding nearby spare parts and managing timesheets, and help onboard employees quickly, the company added.

The generative AI-powered Field Service Mobile application is expected to be available in beta by December.

Asset service and contractor management

Salesforce also unveiled Asset Service Management and Contractual Management updates to its Field Service suite.

Asset Service Management, which is powered by the company’s Data Cloud, helps maintain enterprise equipment and machinery with real-time data collected from sensors and predictive maintenance based on usage, Eammano said. This minimizes preventable maintenance issues and extends the lifespan of expensive infrastructure. Asset Service Management is expected to available in beta by December 2023, the company said.

The Contractor Management feature, meanwhile, is designed to help enterprises manage their contractual workforce and has been added to the Flex Worker Management module inside Salesforce Field Service.

“Contractor Management with Flex Worker Management allows companies to easily scale their contractor workforce, and efficiently deploy them based on skills, distance, and available tools,” the company said in a statement, adding that the new capability is generally available now.