Service Department · Working prototype
AI Service Triage & Dispatch
Shows how an inbound service call or text would be triaged: a safety check first, then guided troubleshooting to catch non-billable callbacks, a structured service job card, and an advisory dispatch-prep score — with a human dispatcher confirming before anything happens.
Service intake · not sales leads
Callback prevention
Safety first
Demo / static
Business rules derived from
WilliamSmith_AI_Triage_System v2026.04.24.pdf — see “Rules from the PDF” below.01The service triage flowfront door → brain → human gate
Service call / SMS
Front door (Allsio)
→
Safety check
gas · smoke · CO
→
Guided triage
WSF brain
→
Service job card
structured
→
Dispatch-prep
advisory score
→
Human review
dispatcher confirms
The AI captures and prepares. It never creates a job, schedules, or bills — a human dispatcher confirms first. Striven stays read-only.
02Pick a demo service callcovers the 5 PDF categories + a safety call
03Triage resultselect a call above
Pick a demo service call to see its structured service job card, safety behavior, and advisory dispatch-prep.
04Rules from the PDFsource of truth
Service issue categories
| 1 · Service / Adjustment | 33% · ~45% remote |
| 2 · Failed / Defective Parts | 32% · visit (pre-stage part) |
| 3 · User Error | 17% · ~80% remote |
| 4 · Battery Failures | 7% · ~95% remote |
| 5 · Wind / Venting (coastal) | ~11% · diagnostic visit |
Safety escalation (bypasses AI)
- Reported gas smell
- Smoke inside the structure
- CO alarm activation
→ Claude returns safety_escalation: true, no further AI processing, human dispatcher calls back within 5 minutes.
Service pricing & customer priority
| Base (first fireplace) | $250 |
| Each additional | +$150 |
| Secondary Zone trip charge | +$100 |
| Maintenance Agreement | priority 100 |
| Existing customer | priority 70 |
| New customer | priority 40 |
Job-scoring formula & routing
Job Score = Customer Priority × 0.4
+ Revenue Value × 0.3
+ Route Efficiency × 0.3
+ Revenue Value × 0.3
+ Route Efficiency × 0.3
- Charleston Location Code Matrix → zone, technician, trip charge
- Max 7 jobs/tech/day in peak season (Oct 1 – Mar 31)
- Techs: Jeremy · Logan · Steve
Scope: this is the Service Department’s truck-roll-avoidance, callback-prevention, and dispatch-prep flow.
Sales/new-estimate lead capture, COIs, and payment collection are separate lanes, not part of this prototype.