TRADES AND FIELD SERVICES TRANSFORMATION
TRADES AND FIELD SERVICES TRANSFORMATION
An ai case study
Challenge
A growing Australian plumbing and field services company struggled to manage high volumes of after-hours enquiries, urgent emergency calls, and inconsistent job intake while technicians were on jobs.
Missed calls and incomplete job details created delays, extra admin, and poorer handoffs to the on-call team.
Solution
AI Job Intake
The business implemented an after-hours AI Job Intake system to answer calls 24/7, capture structured job details, and run consistent triage.
The AI confirmed urgency, collected required fields for a clean job brief, and escalated correctly based on client tier rules and operational boundaries.
Results
Key Benefits
24/7 Support
Every customer receives immediate attention, even during peak times or after hours.
Generate Structured AI Work Orders
Calls convert into structured work orders and job briefs for faster technician action.
Streamline Internal Workflows
Electricians focus on technical work instead of phone calls and admin.
The business has strengthened its service delivery model by standardising job intake, triage, and dispatch workflows into a repeatable operating system.
With customer intake and routing largely automated, technicians and office staff can focus on higher-value work, while the underlying process remains consistent and auditable.
The system supports ongoing improvement through QA checks and reporting, helping the business refine performance over time while maintaining service quality.
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