Unisys Achieves 95% First-Visit Fix Rate, Automates 70% of Field Service Appointments
Unisys has expanded its collaboration with Salesforce by integrating Agentforce 360 across 120 countries to route over 1 million service tickets annually and manage 7.4 million devices. This deployment auto-schedules 70% of appointments, raises first-visit fix rates to 95% and optimizes 80,000 monthly visits with AI scheduling and 7,300 technicians.
1. Partnership Expansion
Unisys has expanded its collaboration with Salesforce by integrating the Agentforce 360 portfolio into its Digital Workplace Solutions Field Services. The solution is now deployed across more than 120 countries, managing 7.4 million devices and routing over 1 million service tickets annually since 2023.
2. Operational Impact
The AI-driven scheduling engine auto-schedules 70% of the 80,000 monthly appointments and has lifted first-visit fix rates to 95%, supported by a global network of 7,300 technicians. This automation reduces manual dispatch, accelerates issue resolution and boosts service reliability.
3. Technology and Capabilities
Agentforce 360 provides intelligent schedule optimization, pre-work briefs, on-site knowledge search and post-work summaries to streamline field operations, balance technician skills, and ensure efficient service delivery. The platform integrates AI agents, data and apps to power decision-making and enhance client experiences at scale.