[ ai agents for field service ]
The field service agent that answers the stalled job
Boiler is dead and it is the PCB. Nothing on the van, and she has taken the day off for this.
One at Kingsbury, twelve minutes from you. Reserved in your name, and the job is back in the diary for 13:30 today.
Job 40218, part sourced
- Kingsbury depot: PCB 087-C, two in stock, one reserved to you at 07:41
- Job 40218 rebooked to 13:30 today; her booking page shows the new time
- Your 14:00 at Selby was moved, so you are not late for it
You did not leave the portal
Selby will kick off about being moved.
He picked the new slot himself last night, on the portal.
See what he was offeredThursday 09:00, first visit
Same engineer · 2 hour window
Friday 14:00
Different engineer · 4 hour window
Tuesday 08:00
Same engineer · 2 hour window
Confirmed, Selby Thursday 09:00
- He chose it on the portal at 21:40, in his own time
- Van stock checked against the job: nothing to collect
- Both jobs back on your schedule, no gap in the day
The whole thread is kept, in order
Read every system at once, from the minute the job stops
A stalled job is four lookups that a dispatcher can only do in order: van stock, depot stock, the supplier catalogue, and the diary the engineer and the customer both depend on. Algomo reads all four at once, in the dispatcher's own portal session, off the endpoints your own booking and stock pages call, so a part it says is there is a part that is there. What it can settle from those lookups it settles in the chat. What needs a decision it lays out with the lookup behind each line, and the dispatcher decides from one screen.
- Van stock, depot stock, suppliers and the diary read in parallel
- Off the same lookups your booking and stock pages already call
- Answers when the dispatcher signs in, not when the office opens
- What needs a person is handed over with the case assembled
Four jobs on hold this morning and I have not got past the first one.
All four are read. Only 40218 needs you.
Four stalled jobs, 07:12
- 40191: compressor in stock at Leeds, 11:00 free in the diary, slot booked
- 40204: manufacturer's diagnostic is on the job, no second visit needed
- 40218: part discontinued in the supplier catalogue, replacement listed by two
All of it read off your own stock and diary pages
Discontinued? That job is on day nine.
Two suppliers list the replacement. One shows it for delivery today.
Show me bothMarsden Spares, delivery by 14:00
Courier direct
Manufacturer direct, Thursday
Free, two more days on hold
Marsden, in your parts basket
- £62, courier direct, delivery by 14:00. Nothing ordered until you confirm
- 15:00 slot booked for Dev; he is back from Rotherham by then
- Day nine ends today if you confirm before nine
One click, and it is on your account
And the three you closed. Nobody has to check them?
All three, three lines each
- Stock, slot and part number against each job
- The lookup behind every line, one click away
- If a customer asks tonight, they read the same answer you are reading
Nothing here was retyped by anyone
It answers the customer at night and the engineer before the office opens
Most of what stalls a job is a question nobody could answer at the time it was asked: the customer at 22:40 wanting to know whether tomorrow's window still stands, the engineer at 07:10 wanting to know whether the part is on the van or at the depot. Algomo answers both, in web chat on your website and your portal, in the person's own signed-in session, off the same diary and the same stock lookup your pages use. The customer sees where the appointment stands and moves it if your portal lets them. The engineer sees which depot has the part and reserves it there. Nothing waits for the office to open.
- Answers at 22:40 and at 07:10, before anyone is at a desk
- Van stock or depot stock, off the parts lookup, with the part number
- Where the window stands, from the same diary as the booking page
- A returning customer picks up the thread where they left it
Engineer is meant to be here 08:00 to 10:00 tomorrow. Is that still happening? Nobody has confirmed anything.
It is. Tom has you first, and the fault codes you sent are on the job.
Job 40233, tomorrow 08:00 to 10:00
- Tom, first visit of the day, read from the diary at 22:40
- Fault codes E4 and F28 from your report are on the job
- Move it from your booking page if the morning no longer works
Same diary your booking page shows
First job is a 30i with E4 and F28. Diverter, I would bet. Have I got one on the van?
No. Wakefield has two, and you are parked outside it.
Diverter valve, 87161424540
Wakefield depot · two in stock
£0£148
In warranty: installed 14 months ago, per the job record
She will ask about the warranty claim.
Parts are covered, labour is not. The claim form is your office's, so it is with Nadia, with the serial and both codes.
See the reservationReserved, 07:11
- One in your name at Wakefield, at the counter now
- Warranty claim handed to Nadia with the whole thread
- Her 08:00 window stands, and her booking page shows your name
Off the same stock lookup your branch page uses
Every window defended, from the record your portal already shows
A missed appointment window turns into an argument about what was said and when, six weeks after anybody can remember. The record exists: the engineer's arrival time, the no-access note, the photograph, all on the job your portal shows. Algomo reads it when the client asks, in their own signed-in session, and lays it out minute by minute. Then it offers what is genuinely free in the diary rather than an apology. So when a client opens an SLA claim, the answer is on the screen in front of them, and it does not have to be reconstructed out of three inboxes and a dispatcher's memory.
- Arrival, access and photographs read off the job as your portal shows it
- Rebooked against the live diary, not a guess
- Where is my engineer, answered from the live job at 06:30 if that is when it is asked
- SLA claims answered from the record, not from memory
Your engineer never turned up on the 14th. That is a breach and we are claiming it.
He did. Here is that afternoon off the job record, minute by minute.
Job 39877, 14 May
- On site 13:52, against a 14:00 to 18:00 window
- 14:06: no access, reception had no key for the plant room
- Waited 41 minutes; photograph of the locked door on the job at 14:09
Every line is on the job your portal shows
Nobody here was told there was a key problem.
It has been on your portal since 14:06, on the job page under your contract.
Show meOn your portal since 14:06
- No-access note, timestamped by the engineer on site
- Photograph of the locked plant room attached
- Visible to every login on your contract, including your helpdesk
Same page, one click from this chat
Fine. We still have no cooling and it has been a fortnight.
Then the paperwork can wait. The diary has an engineer free at 07:30 tomorrow.
Booked, tomorrow 07:30
- Same engineer, so he does not start from nothing
- Booking notes ask for the plant room key at reception, first line
- Handed to your dispatcher with this whole thread, so the key is arranged before he leaves
Read the diary here tomorrow and you will see him on his way
It runs inside your rules, and it knows where they end
Your ops team decides what the agent may say, what it may read, and what it may commit to on your behalf: a slot, a reserved part, a part in the basket for a dispatcher to confirm. What it may not decide is whether an unhappy customer gets money back. Goodwill, a warranty judgement that could go either way, a contract a branch manager would rather not lose. Those stop, and the whole case goes to a person with the whole conversation attached, in order, rather than a ticket asking them to go and find it.
- Permissions set by your ops team, not by us
- Commitments limited to what you have approved
- Goodwill and warranty judgements handed to a person
- Handover carries the whole thread, not a summary of it
Third visit on the same boiler. That is four days off work I have taken for this.
It is. Two of those three were for parts that should have been on the van.
Job 39120, day 22
- 9 April: fault found, part not stocked
- 16 April: depot sent the wrong part number
- 24 April: repaired, and it failed again on the 26th
Read off your job history, nothing summarised
I want the labour charge back, and I want it in writing.
That one is not mine to give. A refund is a commercial decision, so a person makes it.
With Hannah Boyd, service manager
- All 22 days and this whole conversation attached, in order, nothing shortened
- Both depot errors flagged with their order numbers
- Your two lost days noted in the handover
She has the case, not a ticket about the case
How long does that take?
She answers today. What I can do now is stop there being a fourth visit.
See what I have bookedFriday 08:00, first visit of the day
- First slot in the diary with a senior engineer, picked for the fault
- Both parts show in stock at Kingsbury, flagged in the handover to be on his van
- Come back to this chat any time and it picks up where we left it
That part I can promise. The refund is hers.
What it closes, and what it hands to a person
Field service is not a regulated conversation, so the line here is not a legal one. It is commercial, and it is drawn where a decision costs money or costs a customer. The agent answers the coordination, all of it, and stops at that line with the whole case in its hands.
Where is my engineer
The question that fills a dispatch desk on a bad morning, answered on your site off the same job tracking your own portal reads, at half past six if that is when it gets asked.
Have we got the part
Van stock, depot stock and supplier availability read off the live lookup, then reserved in the engineer's name where your portal has a reserve button, rather than promised and hoped for.
Is it under warranty
Install date and serial read off the job record, so an engineer standing in the kitchen knows whether the part is covered before the customer asks. The claim form stays with your office, handed over with the codes.
Move my appointment
Windows read, swapped and confirmed against the real diary, in the customer's own session, so the slot they pick is a slot an engineer can actually reach.
What happened on the 14th
Arrival times, access failures and photographs, as your portal recorded them, laid out in the chat so the SLA record is finished before the dispute has started.
I want my money back
It does not decide that. Goodwill, a borderline warranty judgement or a customer worth more than the bill goes to whoever owns the account, with the whole thread.
What a service business gets out of it
The same agent takes the questions that decide whether an engineer rolls twice and the exceptions that decide whether a contract renews.
Fewer second visits
A return visit booked only once the part shows in stock, the access is written on the booking and the customer has picked the slot themselves. The truck roll nobody should have paid for is the expensive one.
Windows that hold
A customer who asks at 22:40 gets the diary as it stands, and moves the slot themselves if the morning no longer works, which is the difference between a rebooked window and a lost day.
SLA claims answered
Arrival times and access failures, as your own system recorded them, laid out in the chat, so a claim six weeks later is answered from the record rather than argued from memory.
Dispatchers on the jobs that need one
Where is the part, is the engineer still coming and can I move Thursday stop reaching a person at all, so the jobs that do reach one are the jobs worth a person.
Three differences, one loop
It connects itself
Algomo discovers the endpoints your own booking and stock pages call. That is why a part it reserves is a part your branch system shows, rather than a line from a stock report somebody exported on Monday.
So its actions are real
Because it holds those endpoints, booking a window means the window is held, in the diary, on the screen the dispatcher is looking at, in the session of the person who asked.
And you run it by talking to it
New supplier, a site that needs an escort, a client who must never be offered a four-hour window: say it in plain language and the next job follows it.
Never promise a same-day return visit without a reserved part.
Done. It will offer the next confirmed slot instead, and say why.
Discovery gives it live data. Live data makes real actions safe. Plain-language control keeps the commercial decisions yours.
Questions, answered
What it is
What is a field service AI agent?
An agent that answers the coordination half of field service in web chat on your website and customer portal: which depot has the part, whether tomorrow's window still stands, what happened on the 14th, whether the serial is in warranty, and moving the slot where your portal allows it. Algomo does that against your live systems, in the visitor's own signed-in session, rather than describing what they contain.
How is this different from our FSM platform?
An FSM platform records that a job is on hold. It is a very good record, and nobody can ask it a question at 22:40. Algomo is the thing your customers and engineers talk to on your site: it reads the job, the diary and the stock the FSM holds, answers from them, and hands what needs a person to your dispatcher with the whole thread. One holds the state, the other answers for it.
Does it replace our dispatchers?
No. It takes the questions off them: where is the part, is the engineer still coming, can I move Thursday. What reaches a dispatcher after that is the jobs that genuinely need deciding, each with the conversation attached, which is the part the job was supposed to be.
Working a job
Does it really check everything at once?
Yes, and that is the whole point. A dispatcher can only open one screen at a time, so a stalled job is four sequential lookups. The agent reads van stock, depot stock, the supplier catalogue and the diary in parallel, and comes back to whoever is asking with an answer rather than a promise to find out. What it cannot read, it says so, and hands over.
Can it stop a second visit that should not have been needed?
That is the case it is built for. It will not offer a return window until the part shows in stock, the access requirement is written on the booking, and the customer has picked the slot themselves. Where one of those is missing it says so, rather than booking the visit and hoping.
When does a person get involved?
When judgement or money is at stake: a goodwill credit, a warranty judgement that could go either way, a repeat failure on a contract worth keeping, or a customer who has simply had enough. The handover carries the whole case, in order, so nobody re-reads three weeks of thread to catch up.
Is the conversation kept?
The whole conversation is kept and goes with the handover, in order, so a dispatcher or a service manager reads what was said rather than a summary of it. The job record itself stays in your FSM, where your portal already shows it.
Parts and appointments
Can it order parts and spend money?
Only what your portal lets the signed-in person do, and only what you allow on top of that. A business that wants the agent to reserve stock but never raise a purchase order, or to put a part in the basket and leave the confirm to a dispatcher, can have exactly that.
Can it book and move appointment windows?
Yes, against your real diary rather than a copy of it, in the customer's own session, which is why the window it offers is one an engineer can reach. Reading slots and moving them are separate permissions, so a branch that wants the agent to look but never touch can have that too.
Your systems and setup
Does it work with ServiceTitan, Salesforce Field Service or our own system?
It works against whatever your website and customer portal already talk to. If a page a customer or an engineer can open shows a job status, a stock level or a booking slot, the agent can read it in their session. Systems reachable only from inside your network are connected with us.
What languages does it work in?
Whatever language the customer or the engineer opens in, and it stays in it for the whole thread. On a site with a subcontracted crew that is often three languages against one case, and every one of them reads the same diary.
How long does setup take?
Minutes for the public side, because Algomo finds the endpoints your own booking and tracking pages call and builds its own tools to use them. You can try it against your live booking flow before a customer ever does. Anything a signed-in customer can already see on your site, the agent reads in their own session. Anything only your staff can reach, we connect with you. You build and change it from Claude Code, Codex or any other tool that speaks MCP, the open protocol AI tools use to talk to each other, or from the dashboard.
What does it cost?
You pick a monthly amount and it buys credits: a conversation that actually helped someone costs five, one that went nowhere costs nothing, and the amount is the most any one charge can be, so a cold snap that triples your traffic never raises the bill on its own. There is no overage: run out early and you renew early, or wait for the month to turn. Every number is on this site's pricing page.
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