- Complexity: Standard
- Deployment: Platform-native
The problem
Field service dispatch runs on coordinators. They assign technicians to jobs, handle no-shows and reschedules, optimize routes and rebalance the day as calls come in. In busy periods this becomes a bottleneck, and one missing technician cascades across the whole schedule.
- Every assignment and reschedule is a manual decision
- A sick call forces a coordinator to reshuffle the day by hand
- Skill and certification matching depends on what the dispatcher remembers
- Remote jobs lose connectivity, so field tools must keep working offline
The solution
A dispatch workflow analyzes technician availability and job priority, then recommends assignments, reschedules and route changes that a dispatcher accepts or rejects.
- Queries workforce utilization and technician availability in real time
- Applies the dispatcher's rules: nearest available technician, required certifications, geographic zones and priority
- Recommends an assignment for each new job, or a full reassignment when a technician calls in sick
- Gives technicians work instructions and procedures on the job through the mobile app
- Executes the schedule change once the dispatcher accepts it
Where people stay in control
- A dispatcher accepts or rejects every recommendation before it takes effect
- No customer-facing change happens silently
- Teams start with utilization queries and procedures, and turn on scheduling actions once they trust the recommendations
Systems and data
The workflow reads technician availability, job priority and utilization data from the field service platform, provides procedures to technicians through a mobile app that works offline and syncs on reconnection, and writes approved schedule changes back to the dispatch system.
- Mobile app
Results
- Data query agents achieved over 95 percent accuracy in the documented deployment
- Some deployments reported a 30 percent improvement in field productivity
Why platform-native
The workflow recommends and a dispatcher approves, inside one field service platform. It runs well platform-native, directly on the model platform with Altivus providing monitoring and governance.
Frequently asked questions
Does AI dispatch technicians without a person approving?
No. It recommends assignments, reschedules and route changes, and a dispatcher accepts or rejects each one before it takes effect.
What happens when a technician calls in sick?
The workflow recommends reassigning that technician's jobs across the team based on availability, skills and priority, and the dispatcher approves the new plan.
Does it work where there is no signal?
Yes. The technician mobile app works offline and syncs when the connection returns.