A regional telecommunications provider was relying on manual dispatch support for field technicians, creating delays whenever technicians needed to check equipment health, validate service information, update work orders, or close jobs.
Dispatchers also had to manually triage newly created work orders against account, equipment, and outage data, which slowed response times and increased the risk of avoidable truck rolls or misrouted work. The organization needed a production-ready AI workflow that could securely connect to operational systems, support technicians in the field, and validate work orders in real time.
An AI field-operations assistant, built on OpenAI's Agents SDK, that lets technicians run their work orders in one chat and automatically triages new work orders against account, equipment, and outage data.
In one dispatch use case, the automated workflow costs about $1.78 per month in model tokens against roughly $11,000 per month in salary savings.
By automating routing to special-request and callback categories, the solution is designed to reduce technician-to-dispatch calls, with results targeted by end of 2025.
Newly created work orders can be checked immediately against account, equipment, and outage data, helping teams identify invalid or misrouted work earlier in the service workflow.
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