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Agents Service Request Follow-Up Agent

Service Request Follow-Up Agent

Tracks open service requests and sends follow-up reminders to ensure timely completion and customer satisfaction.

About the Agent

The Service Request Follow-Up Agent is an essential tool in the domain of service request management within the utility sector. It seamlessly tracks ongoing service requests and automates follow-up reminders to technicians and customers, leveraging generative AI to personalize communication and craft contextually relevant responses based on specific customer requests and technician updates for more efficient and tailored follow-ups. This process ensures that all parties are kept informed of the current status of service requests, thereby facilitating smooth communication and operational transparency. By standardizing and automating the follow-up process, the agent minimizes the risk of service delays, leading to improved customer experience as queries and concerns are addressed more swiftly and efficiently.

With its focus on enhancing customer satisfaction, the agent directly contributes to reducing resolution times. The Service Request Follow-Up Agent continually monitors service requests, prompting timely actions that help in the swift closure of service tickets. This automated follow-up mechanism keeps technicians on schedule and reassures customers that their requests are being actively managed, which can greatly enhance trust and reliability in the utility provider. Integrating with existing enterprise systems, this agent effectively streamlines operations, reducing manual intervention and potential for errors and ultimately optimizing departmental efficiency. Also, the agent includes a human feedback loop, ensuring continuous improvement of the follow-up process. As users provide input, the agent refines its responses and actions, adapting to evolving needs. This continuous feedback mechanism ensures that the agent's actions align with operational goals and customer expectations, leading to more effective and customer-centric service management.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Service Request Follow-Up Agent:

Request IdCustomer NameCustomer ContactRequest DateStatusAssigned TechnicianPriorityDetails
SR2024A001David Turner(213) 867-53092024-10-01OpenEmily RichardsHighHVAC system repair; urgent due to high temperatures in facility
SR2024A002Linda Watson(312) 462-78902024-10-02In ProgressJohn MartinezMediumCheck water heater; reports of inconsistent heating
SR2024A003James Peterson(646) 845-29372024-10-03OpenMichael BrownHighElectrical inspection requested; potential short-circuit issue
SR2024A004Carla Nguyen(415) 930-45122024-10-04CompletedSarah LeeLowReplace air filters in HVAC system for maintenance
SR2024A005Oscar Ramirez(206) 718-45262024-10-05OpenEmily RichardsMediumRepair window seals to improve insulation
SR2024A006Alice Cooper(305) 721-38452024-10-06In ProgressChris YoungHighRepair malfunctioning thermostat in main office
SR2024A007Benjamin Lopez(404) 896-71232024-10-07OpenJohn MartinezLowAnnual maintenance of HVAC system
SR2024A008Emily Thompson(512) 645-23012024-10-08OpenAnna KimMediumClean and inspect exterior drainage systems
SR2024A009Michael Bailey(702) 438-56242024-10-09OpenMichael BrownHighEmergency plumbing repair; leaking main pipe
SR2024A010Lucy Sanders(617) 314-78922024-10-10OpenSarah LeeMediumConduct annual HVAC inspection and maintenance
Request IdTechnician NameContact DateContact StatusNotes
SR2024A001Emily Richards2024-10-02ContactedTechnician acknowledged urgency, scheduled for next available slot
SR2024A002John Martinez2024-10-03ContactedFollow-up sent; technician confirmed ongoing work
SR2024A003Michael Brown2024-10-04PendingTechnician yet to respond to urgent follow-up
SR2024A005Emily Richards2024-10-06ContactedTechnician scheduled inspection for next week
SR2024A006Chris Young2024-10-07ContactedTechnician requested additional parts, ETA 3 days
SR2024A007John Martinez2024-10-08ContactedTechnician requested low-priority reclassification
SR2024A008Anna Kim2024-10-08PendingNo response to initial follow-up; second reminder pending
SR2024A009Michael Brown2024-10-09EscalatedTechnician informed; emergency response initiated
SR2024A010Sarah Lee2024-10-10ContactedInspection scheduled for following day

Deliverable Example

Sample output delivered by the Service Request Follow-Up Agent:

Follow-Up Reminder: Urgent Electrical Inspection


To: Technician Michael Brown

Date: 2024-10-11

Regarding: Service Request ID SR2024A003  




Request Overview


    

  • Request ID: SR2024A003
    • 

  • Customer Name: James Peterson
    • 

  • Customer Contact: (646) 845-2937
    • 

  • Request Date: 2024-10-03
    • 

  • Service Required: Electrical Inspection
    • 

  • Priority Level: High
    • 



Description


The customer, James Peterson, has reported concerns about a potential short-circuit issue in his electrical system, posing a possible safety risk. The urgency of this request is due to the risk of electrical hazards, which could lead to severe consequences if not addressed promptly. As per our records, no confirmation of scheduling or follow-up action has been noted.




Requested Actions


Immediate Next Steps:


    

  1. 

    Review Service Request Details  
    

      

    • Confirm all necessary equipment and tools are prepared for an electrical inspection and, if required, for immediate on-site repairs.
      • 

    

    2. 

  2. 

    Schedule Appointment  
    

      

    • Contact the customer, James Peterson, at (646) 845-2937 to schedule the earliest possible inspection slot, ideally within the next 24 hours.
      • 

    

    3. 

  3. 

    Document Follow-Up Status  
    

      

    • Update the service request log with the scheduled appointment date and time.
      • 

    • If an appointment cannot be scheduled within the next 24 hours, provide a reason and expected availability in the service log for reference by the support team.
      • 

    

    4. 



Additional Notes


    

  • Safety Protocol Reminder: Ensure compliance with all safety protocols for electrical inspections, particularly for high-risk, high-priority requests. Review site-specific details if required.
    • 

  • Escalation Procedure: In the event of a significant delay in availability, escalate to the service coordinator for immediate action.
    • 





Contact Support


If you encounter issues during the follow-up or require additional support, please contact the Service Coordinator directly.


Thank you for your attention to this matter and for your commitment to maintaining high safety standards and customer satisfaction.


Service Request Follow-Up Agent