Unisys Expands Salesforce Partnership to Scale AI Field Services

Unisys announced in a press release an expansion of its collaboration with Salesforce Inc. to strengthen delivery of its on-site technology support using the Agentforce 360 platform. The integration enhances Unisys Digital Workplace Solutions Field Services with automation capabilities that now route over one million service tickets each year and manage 80,000 monthly appointments across more than 120 countries.

Agentforce 360 connects applications, data, and AI agents on one platform. Unisys uses its intelligent scheduling and optimization engine to automatically assign 70% of monthly field service appointments without human intervention. The company reports a 95% first-visit fix rate, supported by 7,300 technicians and multilingual translation capabilities.

The system includes features such as automated schedule optimization, pre-work client briefings, on-site knowledge search, and post-visit summaries. These tools aim to reduce manual dispatching and improve service efficiency. The deployment is one of the largest within the Agentforce Field Service and Operations ecosystem, managing 7.4 million devices worldwide.

The collaboration builds on Unisys’ existing partnership with Salesforce, supporting modernization efforts in sectors such as energy and public administration.