Customer Service
How Does AI Handle Service Requests?
When a customer contacts you with a service request, the AI collects what you need to know: what service, where, when, and any specifics your qualification process requires. It routes the request to the right queue, creates a job record, and either books the appointment or flags it for human follow-up — all without manual intake.
Service request handling covers the full intake journey: a customer calls or texts saying their HVAC isn't working. The AI asks which type of system, what's happening (no heat, no cool, making noise, not turning on), how old the equipment is, and when they're available. That's everything your dispatcher needs to prioritise the job and assign the right technician. The job record is created automatically with all intake notes.
Routing logic: you configure which service types can be booked automatically versus which need dispatcher review. Emergency calls (no heat in winter, no hot water) can trigger immediate notification to your on-call tech. Standard service calls go into your normal scheduling queue. This logic runs without human involvement in the middle of the night the same as during business hours.
For businesses with multiple service types (HVAC, plumbing, electrical under one company), routing by service type ensures the right technician sees the right jobs. The AI identifies the service category from the customer's description and assigns accordingly.
Common questions
Yes. The AI uses language signals to identify urgency: 'no heat', 'flooding', 'no power', 'smell of gas'. Emergency triggers route to an immediate notification to your on-call team rather than the standard scheduling queue. You configure what counts as an emergency and what the escalation path is.
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