Emergency Call Triage

An after-hours customer called with this issue: {{describe_problem}}. Determine: Is this a true emergency (safety/system down) or can it wait for morning appointment? Criteria: Gas odor, no heat in winter, burst pipe, electrical hazard = emergency. Output: Emergency or standard? If emergency: How urgent (call back in 15 min vs. 2 hours)? Recommended technician type.

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Why this works

Clear criteria (gas odor, no heat, burst pipe, electrical hazard) help AI distinguish true emergencies from customer perception of urgency. Technician type recommendation (on-call HVAC vs. plumber vs. electrician) routes to right expert.

Risks & review

AI triage is preliminary; always escalate borderline cases to your on-call supervisor for final call. Safety issues (gas leak) should go to emergency responders, not your technician.