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Unisys and Salesforce Enhance Field Services with AI

Unisys, a leader in technology solutions, has recently announced an extension of its collaboration with Salesforce, aiming to elevate on-site technology support through innovative AI-driven solutions. This partnership is set to transform how field services operate, enabling Unisys to provide faster, more reliable support to its clients.

With the integration of Agentforce 360, a comprehensive suite of Salesforce solutions designed to create the agentic enterprise, Unisys is positioned to streamline its field service operations. This synergy combines applications, data, and AI agents under one trusted platform, promising significant improvements in efficiency and effectiveness.

The newly enhanced Digital Workplace Solutions Field Services are designed to manage and optimize the complexities of modern tech support. Operating in more than 120 countries, the partnership manages an impressive 7.4 million devices worldwide. The intelligent scheduling engine from Salesforce empowers Unisys to handle over 1 million service tickets annually, with a remarkable 95% first-visit fix rate achieved through the dedication of 7,300 technicians.

In a press release, Patrycja Sobera, Senior Vice President and General Manager of Unisys, highlighted how this deployment illustrates the power of agentic AI in redefining service operations. She stated, “For too long, field services have relied on manual dispatch in an environment that increasingly requires speed and precision. This technology not only automates decisions but also enhances resolution processes, delivering substantial business impact.”

The capabilities provided by Unisys Field Services, enabled by Salesforce’s Agentforce Field Service and Operations platform, are noteworthy. Key features include:

• - Schedule Optimization: This intelligent engine automates service appointment assignments based on technician skills, real-time traffic data, and business priorities. This innovation allows for the most efficient and cost-effective routing of daily appointments.
• - Pre-work Brief: Technicians receive a concise 30-second briefing about the client and device, which allows them to focus directly on issue resolution rather than data gathering. This efficiency leads to faster service times and better client experiences.
• - Post-work Summary: After each service call, a detailed report is generated that outlines work performed, parts replaced, warranty details, and even photos. This documentation supports faster debriefs and consistent record-keeping.
• - Onsite Knowledge Search: With access to instant troubleshooting tips, guided workflows, and relevant refresher content, technicians are equipped to resolve issues effectively during service calls.

Taksina Eammano, Executive Vice President and General Manager of Agentforce Field Service and Operations at Salesforce, emphasized the importance of this partnership, stating, “Most companies talk about AI; Unisys is actually implementing it on a scale that should serve as a model for the industry. Managing 7.4 million devices across 120 countries means that manual operations are not just slow but practically infeasible.”

This strategic alliance between Unisys and Salesforce is a continuation of their previous collaboration and is poised to create measurable impacts in sectors such as energy and public service. As organizations aim to modernize essential operations, integrating these technologies can significantly enhance citizen services and permitting processes.

With Unisys at the forefront of IT infrastructure support, the combination of advanced technologies and expert service positions the company to turn current infrastructure challenges into opportunities for resilience and enhanced operations. To explore more about Unisys’s Digital Workplace Solutions, visit their official website.

In summary, Unisys and Salesforce are redefining field service operations globally, demonstrating how the integration of AI can lead to increased efficiency, improved service delivery, and ultimately a richer, more satisfying experience for clients.