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 Atos may sell national security activities to French government The troubled IT service provider could net up to $1 billion from the sale, meeting most of its financing needs for the next year. By Peter Sayer Apr 29, 2024 4 mins Government IT Government Managed IT Services feature Top 10 barriers to strategic IT success Data challenges, tech debt, and talent shortages are among the issues that can derail your IT org’s work on high-value initiatives. Here’s how some CIOs are addressing them. By Mary Pratt Apr 29, 2024 12 mins Hiring IT Skills Business IT Alignment news analysis The new CIO mandate: Selling AI to employees Employees surveyed express enthusiasm about AI, but they also worry about the impact on their jobs and want training and guidelines. By Grant Gross Apr 29, 2024 5 mins Staff Management Artificial Intelligence opinion Dump the RFP to reap better outsourcing results The RFP has been the default tool for sourcing bids for too long. Organizations wanting more collaboration — and innovation — from their suppliers should consider a collaborative bidding approach. By Kate Vitasek Apr 29, 2024 6 mins Outsourcing 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