Automatically processes customer service requests for elevator issues by routing them through triage, work order creation, technician dispatch, and completion tracking. This reduces response times and ensures proper prioritization of emergency situations.
Customer submits service request via phone, web portal, or building management system
Each node represents an automated step. Connections show how data and decisions move through the workflow.
Detailed explanation of each automated stage in the workflow.
Customer service request is captured through multiple channels including emergency calls, web portals, or automated alerts from building systems. Request details include elevator ID, building location, and issue description.
AI system analyzes request details and keywords to determine if this is an emergency (people trapped), high priority (elevator down), or routine maintenance issue. Classification determines routing and response time requirements.
System generates work order in MAXIMO with appropriate priority level, required parts list, and estimated service time. Emergency requests trigger immediate escalation protocols.
FieldAware matches available technicians based on location, skills, current workload, and elevator type expertise. Technician receives work order details and customer information on mobile device.
System tracks technician arrival, service updates, parts usage, and completion status in real-time. Customer receives automated notifications about service progress and estimated completion time.
Completed work details, parts used, and service notes are automatically logged in MAXIMO for compliance reporting and predictive maintenance analysis. Invoice generation is triggered for billable services.
Operator Academy teaches you how to implement AI automation workflows like this one step-by-step — no coding required.
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