Service requests.
The work that used to be a form, a queue and a callback.
“I need someone to come and look at this.”
Why it is harder than it looks
Service requests are varied and each has its own routing, its own information requirements and its own urgency. Taking one properly means knowing which questions this particular request needs answered before it can be dispatched.
What happens today
A general queue, then a person who fills in a form while the customer waits, then a callback to confirm. Three touches for one request.
What the agent does instead
The agent identifies the request type, gathers exactly what that type requires, creates the case in the utility's own system, and tells the customer the reference and what happens next.
Systems it reads
- Customer information system
- Case or work management
- Service address data
What it can execute
- Classify the request
- Collect the required detail
- Create the case
- Give the customer a reference
- Confirm expected timescales
Where it stops
Anything urgent, anything involving a safety risk, and any request type outside the configured set goes to staff rather than being approximated into the nearest category that fits.
Common questions
Can an AI agent create a utility service request?
Yes. It classifies the request, collects the detail that type requires, creates the case in the utility's own system and gives the customer a reference. The point is that the case exists before the call ends, rather than a person transcribing it afterwards.
What information does an AI agent collect for a service request?
Exactly what that request type needs before it can be dispatched. Each type has its own routing, information requirements and urgency, so the agent identifies the type first and then asks only the questions that type requires.
Does the customer get a reference number for their service request?
Yes. Once the case is created in the utility's own system, the agent gives the customer the reference and tells them what happens next and the expected timescales. That replaces the callback that used to confirm a request after the fact.
What happens if a service request does not fit any category?
It goes to staff. A request type outside the configured set is handed to a person rather than approximated into the nearest category that fits, because each type has its own routing and a case filed under the wrong one goes to the wrong place.
What happens if a service request is urgent or unsafe?
It goes to a person. Anything urgent and anything involving a safety risk is handed over rather than logged for a routine visit, with what the caller has already said attached so they do not start again.
Can an AI agent text the customer a form during the call?
Yes. At the City of Kingsport the agent texts payment links, forms and resources while the caller is still on the line, so they leave the call with what they need in hand.
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