Profile
A report comes in by email, a text message or a phone call. Someone has to judge how serious it is and who needs to go.
Right now that judgement is usually made by whoever sees the report first, with varying results.
The Fault Report Coordinator asks the questions that need asking, sets the urgency according to your rules and puts the report in the right place.
What it does, step by step
- Take the reportThrough whichever channel it arrives on, also outside office hours.
- Ask follow-up questionsLocation, installation, what exactly is happening and since when.
- Set the urgencyAccording to your rules: safety, downtime, contractual agreement or just a nuisance.
- AssignTo the engineer with the right qualifications and the shortest travel time, or to a supplier.
- Update the reporterWhen someone will arrive, and what to do in the meantime.
Works with these systems
- Databases
- ERP
- APIs
Jira Service Management- Freshdesk
Is your system not listed? We can connect any system, even if there is no standard integration. View all integrations.
What runs automatically and what does not
You stay in control.
Not every decision should be made automatically. For each workflow, we set out:
- What can happen automatically.
- What is put forward for approval first.
- When a person is brought in.
- What information is stored.
- How actions are logged.
Is this a fit for your organisation?
A good fit if
- Maintenance and service companies with an on-call service.
- Property managers and facilities organisations.
- Situations with a contractually agreed response time.
Less of a fit if
- Reports involving immediate danger: those belong with a person or the emergency services.
- Organisations without defined urgency categories.
What it can deliver
- Reports assessed consistently, in the evening too.
- Less time between report and assignment.
- A reporter who knows where they stand.
Directions, not promises. As soon as there is evidence from a client project, it will appear here as a substantiated result.
Frequently asked questions
Can an AI employee take fault reports outside office hours?
Yes, and that is usually exactly the reason to start. It takes the report, asks follow-up questions and sets the urgency. Whether it also calls someone out itself is a choice you make per urgency level.
How does it decide how urgent a report is?
Using the rules you set: safety, production downtime, a contractually agreed response time or simply a nuisance. Those rules are explicit, so the assessment does not depend on who happens to be looking.
What happens with a report involving immediate danger?
It goes straight to a person, with instructions for the reporter. That is a hard rule in the set-up. An AI that schedules a gas leak report on its own is exactly what you do not want.
Does it take contractual response times into account?
Yes, as long as they are recorded per customer or site. It can then also see when a response time is at risk of being missed.
How to put this to work
- 1A short callTogether we look at your process and your systems, and whether this task is the best place to start.
- 2Set up on your rulesIntegrations with your own systems, and agreeing what may run automatically and what a person approves.
- 3Measure and adjustFirst alongside your team, only then on its own. We look at what it delivers and adjust.