Unisys Scales AI-Driven Field Services with Salesforce Expansion

Event summary

  • Unisys expanded its collaboration with Salesforce to enhance AI-driven field services, routing over 1 million tickets annually with Agentforce 360.
  • The deployment operates across 120 countries, managing 7.4 million devices and achieving a 95% first-visit fix rate.
  • 70% of monthly field service appointments are auto-scheduled without human intervention.
  • Unisys leverages Salesforce's intelligent scheduling and optimization engine to streamline service operations.

The big picture

Unisys's expansion with Salesforce underscores the growing trend of AI automation in field services, addressing the inefficiencies of manual dispatch. The deployment's scale—managing 7.4 million devices globally—positions Unisys as a leader in transforming service operations through agentic AI, potentially setting a new industry standard for operational resilience and efficiency.

What we're watching

Scalability Challenges
Whether Unisys can maintain operational efficiency as it scales AI-driven field services across 120 countries.
Industry Benchmarking
How Unisys's 95% first-visit fix rate will influence competitors' adoption of similar AI solutions.
Vertical Expansion
The pace at which Unisys will extend its AI-driven field services into new verticals like energy and public sector.