Facility Work Order Triage Agent
Classifies, prioritizes, and routes incoming facility work order requests to the appropriate maintenance team based on urgency, location, and skill required.
Facility work order requests come in through many different channels — email, phone, a ticketing portal, walk-up reports — and are typically triaged manually by a facilities coordinator who has to interpret vague descriptions, determine urgency, and figure out which technician or vendor to route it to, often creating delays for genuinely urgent issues like a water leak or a safety hazard sitting in the same queue as a routine light bulb replacement
Duplicate requests for the same issue from multiple people frequently create redundant tickets that waste technician time
Requests requiring outside vendor coordination often stall because no one flags them for that path immediately
This agent classifies every incoming request by urgency and category, deduplicates redundant tickets, and routes each to the correct internal team or vendor automatically, cutting response time for genuinely urgent issues
The agent ingests work order requests from all intake channels — portal submissions, email, and transcribed phone/voicemail reports — and uses an LLM to classify the request by category (electrical, plumbing, HVAC, safety, janitorial, etc.), urgency (emergency, urgent, routine), and required skill or vendor type. It checks for duplicate or related open tickets at the same location and merges them automatically, then routes the ticket to the appropriate internal technician queue or external vendor dispatch based on configured routing rules and current technician availability. Emergency-classified tickets (e.g., "water leaking near electrical panel", "gas smell") trigger immediate escalation alerts bypassing the normal queue.
Ingest and Classify Requests
- Collect requests from portal, email, and phone transcripts
- Classify category, urgency, and required skill via LLM
- Extract location and asset details from description
- Flag safety-critical or emergency requests immediately
Deduplicate and Consolidate
- Check for existing open tickets at the same location/issue
- Merge duplicate requests into a single ticket
- Notify all requesters of consolidated ticket status
- Preserve all reporter details for follow-up
Route to Appropriate Team or Vendor
- Apply routing rules based on category and skill required
- Check internal technician availability and workload
- Route to external vendor dispatch when internal skill unavailable
- Escalate emergency tickets with immediate alert
Track and Report Response Performance
- Monitor ticket status against urgency-based SLA targets
- Track resolution time by category and location
- Flag recurring issues at the same location/asset
- Publish weekly facilities response performance report