Unisys expands Salesforce partnership for AI-powered field services

Unisys Corporation (NYSE: UIS) announced an expansion of its collaboration with Salesforce to enhance its field services operations through artificial intelligence automation. The technology services company is integrating Salesforce's Agentforce 360 platform into its Digital Workplace Solutions Field Services.

The deployment operates across more than 120 countries and manages 7.4 million devices worldwide. Unisys reported that the system routes over 1 million service tickets annually and automatically schedules 70% of monthly field service appointments without human intervention. The company stated it has achieved a 95% first-visit fix rate, supported by a network of 7,300 technicians.

The system includes several automated features: schedule optimization that assigns service appointments based on technician skills, traffic conditions, and business priorities; pre-work briefings that provide 30-second client and device summaries; post-work reports documenting completed tasks and parts used; and on-site knowledge search capabilities for troubleshooting support.

"For too long, field services have relied on manual dispatch in an environment that increasingly requires speed and precision," said Patrycja Sobera, senior vice president and general manager of Digital Workplace Solutions at Unisys.

The partnership builds on an existing relationship between the companies that began in 2023. Unisys reported processing over 2 million tickets since the partnership's inception. The collaboration targets applications in energy and public sector organizations for services including citizen services and permitting operations.

Unisys provides installation, maintenance, and repair services across hybrid infrastructures, data centers, and devices through its field services division.

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