Automated Service Requests

Streamline Maintenance Reporting and Management with AI-Powered Automation.

Automated Service Requests involve using AI to report, manage, and route maintenance tickets efficiently. These systems can detect issues through connected sensors or receive input from employees and then classify and route the requests to appropriate facilities teams, ensuring faster resolution and reducing administrative workload.

How:

1. Evaluate Current Ticketing Processes:
   Analyze existing methods of reporting and tracking maintenance requests and identify inefficiencies.
2. Choose an AI-Powered Service Management Tool:
   Select an AI platform that integrates with current facilities management software and supports automated ticket generation and routing.
3. Deploy IoT Sensors (Optional):
   Install sensors in critical areas to detect and report issues such as water leaks, temperature fluctuations, or equipment malfunctions.
4. Configure the AI Tool to Classify Requests:
   Set up the AI system to recognize and classify various types of service requests automatically.
5. Integrate with Communication Channels:
   Ensure the tool can interact with email, chat apps, and portals where employees can report issues.
6. Set Up Automated Routing and Notifications:
   Configure the system to route requests to relevant maintenance teams or service providers and notify stakeholders.
7. Monitor and Optimize the Workflow:
   Review performance reports, employee feedback, and request resolution times to fine-tune the system.

Benefits:

• Reduces the administrative burden of manually processing and routing service tickets.
• Speeds up issue resolution by automating the request lifecycle.
• Enhances transparency and tracking of service requests.
• Improves employee satisfaction by ensuring timely maintenance responses.

Risks and Pitfalls:

• Dependence on the accuracy of initial issue classifications by the AI.
• Integration challenges with older systems or multiple service management tools.
• Initial setup and training efforts may be intensive.
• Overreliance on automation could lead to oversight of unique or complex issues.

Example:
A real estate company adopted an AI-based service request tool to manage maintenance needs across its office buildings. The tool classified incoming reports and routed them to specific teams, cutting the average ticket processing time by 40%. This automation improved response times and boosted the productivity of the facilities management team.

Automated Service Requests streamline maintenance reporting, saving time and improving resolution efficiency. Proper configuration and integration ensure the tool meets organizational needs and employee expectations.

Next Steps:

• Select a pilot building or department to trial the AI tool.
• Train the maintenance team and employees on how to use the new system.
• Continuously review and adjust the AI’s issue classification capabilities.

Note: For more Use Cases in Administration AI Use Cases, please visit https://www.kognition.info/functional_use_cases/administration-ai-use-cases/

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