1. Define the minimum request record.
Start with the fields your coordinator actually uses: customer, site, contact, asset reference if known, reported issue, access restrictions and attachments supplied by the customer. Distinguish customer statements from observations made by your own team.
Allow “unknown” where the customer cannot identify equipment. A forced guess creates a poor starting record.
2. Route before interpreting.
Assign one owner for the request and an internal response target your team can support. If a request is outside your service scope, route it for review. Do not allow a free-text AI response to approve a technical method or bypass your escalation process.
3. Draft a summary that preserves evidence.
Prepare a work-order intake draft from the supplied request. List: site; contact; equipment identifiers stated; reported issue; access information; attachments; missing details to clarify. Do not diagnose, recommend a repair or invent values. Separate customer statements from staff observations. Include the original message and document references.
Use synthetic examples first. Choose an approved system and access controls before sending customer or facility information to an AI provider.
4. Keep document versions visible.
If a manual or procedure is attached, record its title and revision. A document lookup should return the source and relevant location. Staff should check the current approved document before making a technical decision.
Do not treat a generated summary as the controlled procedure itself. Keep engineering, operating and safety judgments within your existing review process.
5. Test the exceptions.
Try a request with no asset ID, two conflicting IDs, unreadable attachments, an out-of-scope issue and a duplicate message. Confirm that none silently become a dispatch instruction. Verify the coordinator sees delivery failures and can pause the workflow.
6. Compare the pilot to today’s process.
Measure coordinator preparation time, missing fields, correction rate and requests awaiting assignment. Keep review effort in the calculation. Expand only after the record is more useful and the handoff is reliable.
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