Work Order Agent

Feature Description:

This feature introduces an intelligent, human-driven yet AI-powered process for automating the creation and management of Work Orders in response to incoming or new Service Requests.

• Automated Work Order Draft Generation:
  Fusion AI Studio based Work Order Agent, leveraging similar service requests to assesses the need for a Work Order to resolve a Service Request.

• Pre-filling Work Order Attributes:
  The feature utilizes Fusion AI Studio to intelligently extract, infer, and pre-fill relevant Work Order attributes—such as Work Order's Title, Case Note, Work Order Type, Account, Asset —based on contextual data and trends from previous Service Requests. This reduces manual effort and increases consistency and accuracy in Work Order creation.

• Human Driven, AI Powered:
  The draft Work Order is presented to the Customer Support Representative, who can seamlessly view, validate, or modify the AI-generated suggestions. This ensures that while the AI Agent accelerates and enhances the process, final control and oversight remain with the human service rep for quality assurance and compliance.

• Automated Work Order Status Tracking:
  Once the draft is reviewed and finalized by the service rep, the system continues to leverage Workflow Automation to track and update the status of the Work Order throughout its lifecycle. This provides real-time visibility to service reps and stakeholders, ensuring proactive management and resolution of Service Requests.

• Increased productivity:

  • Saves time and effort for Customer Support Representatives by automating the generation and pre-filling of Work Order drafts.
  • Enables service reps to process Service Requests more efficiently, allowing them to focus on higher-value tasks.

• Improved data accuracy:

  • Minimizes human error through automated extraction and completion of key Work Order fields.
  • Reduces the need for re-work by ensuring greater consistency and reliability in Work Order creation.

• Enhanced Service Rep experience:

  • Provides intuitive, AI-powered support while keeping service reps in control for oversight and final decision-making.
  • Reduces repetitive manual data entry, promoting higher job satisfaction.
  • Automated Work Order status tracking with workflow automation ensures visibility and accountability across the lifecycle of the Service Request.

Steps to Enable

You don't need to do anything to enable this feature.