Agentic Operation / Service Operations
Request to Dispatch
A service request has to be understood, enriched with asset and contract history, checked against SLA and parts availability, and assigned — before anyone can actually fix anything.
The problem
A service request has to be understood, enriched with asset and contract history, checked against SLA and parts availability, and assigned — before anyone can actually fix anything.
The agent loop
- Trigger
- A service request arrives by phone log, portal or email.
- Context
- Customer, asset history, warranty and contract terms, SLA clock, technician skills and rota, parts stock.
- Agent
- Classify the fault, pull the asset's history and propose an assignment or escalation with reasoning.
- Policy
- SLA breach risk, warranty status and technician certification are checked deterministically.
- Human checkpoint
- A dispatcher confirms any assignment that breaches SLA or needs an uncertified technician.
- Action
- Create the assignment, reserve parts and notify the technician and customer.
Implementation flow
Implementation flow / illustrative
- 01 / ExternalRequest receivedPortal / Phone / Email
- 02 / AgentClassify faultFramework M
- 03 / SystemPull asset and contract contextERPNext
- 04 / SystemCheck SLA and partsPolicy engine
- 05 / HumanConfirm exceptionDesk
- 06 / SystemCreate assignment and reserve partsERPNext
- 07 / AgentNotify technician and customerFramework M
STATUS / READY — SLA breach risk, warranty status and technician certification are checked deterministically.
- Tools the agent may call
- read_asset_historyread_slasearch_techniciansread_parts_stockcreate_assignment
- Systems involved
- ERPNextFramework MSMS gatewayEmail
- Framework M DocTypes
- CustomerAssetService Level AgreementIssueStock Entry
Reference architectures are illustrative; production design varies by system landscape, permissions, risk profile, data residency and model choice.
This page, for machines