Salesforce's AgentForce uses AI to handle administrative work for field service teams. Field workers spend over seven hours weekly on low-value tasks like scheduling, which takes customers 17 minutes on average. AAA cut response time by five minutes using AgentForce to manage road service events automatically.
Questions this video answers
350
> seven hours per week (about one workday)
17 minutes (on average)
Five minutes (average response-time reduction)
About one-third of their administrative work
Chapters
Skilled workers like plumbers, electricians and inspectors are burnt out. In fact, a survey we conducted of 350 field service workers found they're spending more than seven hours a week on low value tasks. That's an entire day of work wasted per employee per week. They're spending almost as much time on admin work like permit filing and job briefs as they are delivering the actual services. One of the top hurdles for mobile workers and customers is simply scheduling service order appointments. And it still takes customers on average 17 minutes to make an appointment. Don't you all want that time back? Well, AI agents are stepping in to help. And those who've put digital workers to the task are already seeing the roi, growing their businesses, improving customer satisfaction, and reducing administrative burden for their workers. For example, aaa, which provides roadside assistance to millions of Americans, is using Agentforce to help its Phil service workers and customers.
Every two seconds, a road service event is handled and delivered by AAA. AgentForce allows our technicians to have all of the most critical information at their fingertips. And they've allowed for us to be able to reduce our response time by five minutes on average.
The technicians we surveyed estimate that AI agents could take on a third of their administrative work, allowing our unsung heroes in the field to focus on what they do best, keeping our homes and infrastructure running.
