Facilities Work Order Triage Agent
Classifies and prioritizes incoming facilities maintenance requests, routing them to the correct vendor or internal team based on urgency and issue type.
Facilities teams receive maintenance requests through a scattered mix of email, ticketing tools, phone calls, and hallway conversations, and without a consistent triage process, a leaking pipe and a burnt-out lightbulb can end up with the same response priority
Determining whether an issue requires an internal facilities technician, a specialized vendor such as an HVAC contractor, or an emergency response is a judgment call that varies between staff members, leading to inconsistent response times
Urgent safety issues, such as a broken door lock on a secure area or a gas smell, need to be identified and escalated immediately, but they can get lost in a queue of routine requests like a squeaky chair or a request for more paper towels
Multi-building or multi-site organizations further complicate routing because the correct vendor or internal contact often differs by location
The agent ingests maintenance requests submitted through email, a ticketing portal, or a chat interface, classifies each by issue type and urgency using both the description and any attached photos, and applies escalation rules for safety-critical issues. It determines the correct internal team or external vendor to route the request to based on the issue type and facility location, and dispatches the work order automatically with all relevant details attached. The agent tracks resolution status and flags recurring issues at the same location or asset for facilities managers to investigate as a potential systemic problem.
Request Intake and Classification
- Ingest maintenance requests from email, ticketing portal, and chat channels
- Classify each request by issue type, such as electrical, plumbing, HVAC, or general repair
- Analyze any attached photos to aid classification and severity assessment
- Extract location, asset, and reporter details from the request
Urgency and Safety Escalation
- Apply urgency scoring based on issue type and described severity
- Identify safety-critical language, such as gas smell, water leak, or broken lock
- Immediately escalate safety-critical requests to on-call facilities staff or emergency vendors
- Assign a standard priority tier to non-urgent requests
Routing and Dispatch
- Determine whether the request requires internal staff or an external specialized vendor
- Match the request location to the correct vendor or team contact for that site
- Dispatch the work order with full details and any attached photos
- Confirm dispatch receipt and estimated response time
Resolution Tracking and Pattern Detection
- Track work order status through to resolution confirmation
- Notify the original requester when the issue is marked resolved
- Detect recurring requests tied to the same location or asset
- Flag recurring issues to facilities managers as a potential systemic problem