THE BOTTOM LINE
On July 12, Salesforce announced new artificial intelligence (AI) and analytic capabilities for Field Service Lightning: Einstein Vision for Field Service, Equipment and Inventory Management, and Field Service Analytics. In Nucleus’s initial look at the offering, we found that Einstein Vision for image recognition could increase first-time fix rates, accelerate case resolution time, and reduce the ramp-up time for field technicians. While not revolutionary, the other additions will enable more automated processes to increase staff utilization and manager productivity. Salesforce’s approach with Einstein Vision also shows its focus on bringing packaged AI capabilities to users with a focus on usability and productivity, not just data science.