How does AI triage new service requests?
AI triage reads each incoming web, text or email request, classifies the job type and urgency with a confidence score, extracts the customer's name, phone, address, issue, preferred time and access notes, and books the earliest free technician as a real job, while you choose which requests it handles.
This walkthrough shows Fieldproxy's Autopilot triaging and booking a no-cool request at Summit Home Services, a demo HVAC, plumbing and electrical company, then the job it created and the rules behind it.
Chapters
Summit Home Services is a demo company with fictional customers. Every screen is the real Fieldproxy product; some sequences are sped up.
Step by step
Collect every request
Web forms, phone, text, email and technician leads land on one requests board with their source and SLA clock.
Hand requests to Autopilot
Web, text and email requests appear in Autopilot's booking queue with Let Autopilot book it, Book it myself and Dismiss.
Read and classify
Autopilot labels the job type and urgency with a confidence score, for example No Cool, Emergency, 98% confident.
Extract the details
It pulls out name, phone, address, the issue in one line, preferred time and access notes.
Book the earliest free technician
It books the earliest free technician and creates a real job tagged AI booked, created by Autopilot.
Control the rules
The rules list shows the triage rule and the request-to-job rule, each switchable.
Questions people ask
- How does AI decide if a service request is an emergency?
- It reads the customer's own words, such as no cooling with a baby at home, and labels the job type and urgency with a confidence score you can see on the request.
- Which requests can AI book automatically?
- In Fieldproxy, web form, text and email requests land in Autopilot's booking queue. You choose per request whether Autopilot books it or you book it yourself.
- Does the AI create a real job?
- Yes. The booked request becomes a real job on the schedule, tagged AI booked and created by Autopilot, with a note quoting the original request.
- Can the office still change an AI booking?
- Yes. An AI-booked job is a normal job: dispatch can reassign or move it like any other.
- Can it handle requests in Spanish?
- Requests in Spanish land in the same queue; this video shows an English request being triaged and booked.
- Is Summit Home Services a real company?
- No. Summit is a demo company with fictional customers. The screens are the real Fieldproxy product, recorded live and sped up.
Transcript
Show
- 0:00How does AI triage a new service request? It reads the message, decides what the job is and how urgent it is, pulls out the name, address and access notes, and books the earliest free technician.
- 0:14Here's a real one, at a demo heating, plumbing and electrical company.
- 0:20Requests come in from everywhere: web forms, phone, text, email, technicians in the field. Some are a twelve-unit maintenance contract.
- 0:29Some are a water heater leaking into the basement. Some are in Spanish.
- 0:34And every hour they sit, the clock is running.
- 0:38Web, text and email requests land in Autopilot's booking queue.
- 0:44For each one you choose: let Autopilot book it, book it yourself, or dismiss it.
- 0:51Like this one, from Rachel Kaplan: the upstairs AC stopped cooling, the fan outside isn't spinning, and there's a baby at home.
- 1:00Autopilot read it and called it: a no-cool, emergency, ninety-eight percent confident.
- 1:05It pulled out her name, phone and address, the issue in one line, when she's free, and that the side gate is unlocked.
- 1:14Then it booked the earliest free technician: Wednesday at eight AM, with Marcus Bell.
- 1:22That's a real job, not a note: job forty-five two two six, high priority, no-cool, tagged AI booked, created by Autopilot. Her first response and her booking were both on time, at seven eighteen, under an hour after she wrote in.
- 1:41The rules behind it are in plain sight. One reads every new lead and labels it emergency, repair soon, maintenance, a replacement opportunity, or not a lead at all, so your team calls the right ones first. You switch it on or off.
- 1:57Another turns a request matched to a slot into a real job on the schedule.
- 2:02Nothing hidden, and the office can still move any booking.
- 2:06Every request read, sorted by urgency and booked with a real technician.
- 2:11Get your own custom field service management within a day, tailored to your workflows.
- 2:18Start at fieldproxy dot ai.
