In addition to generative AI capabilities for the new mobile app, Salesforce will add asset management and contractor management features to its Field Service offering. Credit: Magdalena Petrova 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. Related content news Appeal court overturns $1.6bn mainframe software ‘poaching’ ruling against IBM AT&T ‘independently decided” to replace BMC software, the appeals court found. By John Leyden May 03, 2024 3 mins Mainframes Legal news IBM and AWS forge global alliance, streamlining access to AI and hybrid cloud solutions This partnership will allow businesses in 92 countries access to IBM’s software products, including data technologies and AI, directly through the AWS Marketplace. By Gyana Swain May 03, 2024 5 mins Amazon Web Services Hybrid Cloud Artificial Intelligence feature UPS delivers customer wins with generative AI The multinational shipping company enlisted LLMs to automate customer message responses, reducing agent handle time and paving the way for genAI use across the enterprise. By Paula Rooney May 03, 2024 7 mins CIO 100 Generative AI Digital Transformation feature Scrum master certification: Top 13 certs for agile pros A Scrum master certification can prove you have the knowledge and competency to lead agile teams successfully. By Sarah K. White, Sharon Florentine May 03, 2024 16 mins Certifications Agile Development IT Skills PODCASTS VIDEOS RESOURCES EVENTS SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe