A legacy field-ops workflow made intelligent for a national utility.
Dispatch ran on paper forms, phone calls, and institutional memory. The replacement runs on grounded AI, and the crews trust it because it shows its work.
The situation
Work orders arrived faster than the dispatch desk could triage them. Priority calls were judgment calls, made differently on every shift, and the knowledge that made a good call lived in a handful of veterans nearing retirement.
What we did
We built a triage and dispatch system grounded in the utility's own asset history, safety procedures, and regulatory obligations. It reads the incoming order, retrieves the relevant history and rules, and recommends a priority and crew with the evidence attached.
- Grounded triage over asset and incident history
- Safety and compliance rules enforced in the workflow
- Crew recommendations with evidence attached
- Dispatcher approval on every exception path
The outcome
Dispatchers now review recommendations instead of reconstructing context call by call. The veterans' judgment is encoded where the next shift can use it, and every dispatch decision carries its reasoning with it.