Use Cases

Turning a maintenance request into a scheduled work order without a manual handoff

Agentic automation for triaging and routing maintenance tickets across industrial and infrastructure operations

Aerial view of an industrial maintenance workshop yard with service vehicles staged in rows

USE CASE / AI AGENTS

Published product metrics

Human oversight

Built in

Action traceability

End to end

Integration model

API-first

These figures match the published metrics on the AI Agents & Intelligent Automation product page — this walkthrough is a composite scenario, not a specific engagement.

The challenge

Agentic automation for triaging and routing maintenance tickets across industrial and infrastructure operations

Segment: Industrial maintenance ticket triage

Maintenance teams typically receive requests through several channels — a form, an email, a phone call logged after the fact, a sensor alert — each requiring a person to read it, judge its urgency, and manually create a work order in the maintenance system. Low-urgency requests can sit for days waiting for the same triage step a genuinely urgent one needs, and there's rarely a consistent record of how long a request actually waited before someone acted on it.

The approach

How the deployment was structured

Requests become work orders automatically

Incoming forms, emails, and sensor alerts are turned into structured maintenance cases, with work orders created and advanced according to approved rules.

Connected to the maintenance system already in use

API-first integration connects the agent to the existing maintenance and ticketing system, rather than introducing a parallel one.

Urgency judged, escalation routed to a person

Routine requests advance automatically; ambiguous or high-impact ones are routed to accountable staff instead of being resolved without oversight.

A traceable record of every request

Every request, decision, and escalation is logged end to end, giving maintenance leads a real record of how requests move instead of an inbox history.

What changed

Turning the request into a work order automatically — with escalation still routed to a person — is what removes the manual triage step without removing human judgment from anything that actually needs it.

Product used