Service automation

Automate Classification, Routing and Escalation

The administrative work between a request arriving and a technician being dispatched is largely mechanical. It is also where most delay accumulates.

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The business problem

Triage consumes the time that response needs

An operator reads a message, works out what and where it concerns, decides a priority, looks up who is available, creates the ticket and notifies the technician. Done consistently it takes minutes per request; done under volume it produces inconsistent priorities and requests that sit unrouted.

Manual triage on every incoming requestPriority varying by operator and workloadRequests waiting for someone to route themEscalation depending on individual vigilance

The IntelliGrid approach

Mechanical decisions automated, judgement retained

Classification, location matching, priority proposal, SLA assignment and technician matching run automatically against your configured rules. Operators review exceptions and handle judgement calls rather than processing every routine request by hand.

Intent, location and asset identified from the requestCategory and priority proposed against your matrixSLA applied and technician matched automaticallyEscalation triggered by elapsed time and severity

Capabilities

What gets automated

Request understanding

Free text, transcript or message interpreted for intent and detail.

Category prediction

Service discipline identified so routing rules can apply.

Priority

Impact and urgency assessed against your configured matrix.

Routing

Assignment to the right team, zone, contractor or shift.

SLA assignment

Applicable response and rectification targets attached at creation.

Technician matching

Skill, availability, location and asset familiarity considered.

Notifications

Requester, technician and supervisor informed on the right channel.

Escalation

Tiered escalation as targets approach and as they are exceeded.

Workflow

Automated triage

Receive Understand Classify Prioritise Route Notify Escalate

Business benefits

Minutes removed from every request before dispatch Consistent priority regardless of volume or operator No requests sitting unrouted during busy periods Escalation that does not rely on someone noticing Operator attention directed at exceptions