Facilities
Work Order Triage Automation
AI classifies incoming maintenance requests and routes them to the correct vendor or facilities technician — so the right person handles every ticket.
What it does
- Classifies incoming maintenance requests by type and urgency
- Routes work orders to the correct vendor or in-house technician
- Identifies urgent requests that need same-day response
- Assigns tickets by region, contract terms, and trade specialty
- Reduces triage time and misrouted tickets
- Tracks routing accuracy and escalates misroutes
- Learns from historical assignments to improve routing
- Exports triage reports for SLA and vendor performance review
What it takes
- Maintenance Request / Work Order
- Email or Form Submission
- Vendor Contract List
- Store Location & Region Data
- Historical Work Order Export
What it returns
- Excel Table
- PDF Report
- CMMS Import
- JSON Data
Written into the systems your team already runs, not into a second system of record.
How teams run it
Single Request Triage
Classify and route one incoming maintenance request.
Batch Triage
Process a batch of requests and assign each to the right vendor or tech.
Urgency Detection
Flag urgent or safety-related requests for immediate escalation.
Routing Report
Generate a report of triage decisions and assignment outcomes.
Cited, or flagged
Every value is anchored to the clause it came from. Where one is missing, Surfaice says so rather than inventing it.
Read where it lives
Documents are processed for the request and not retained afterwards. Nothing is copied into a second system of record.
Never trained on
Your documents do not train models — yours or anyone else's.
More in Facilities
See it run on your own documents.
Fifteen minutes, your files, and the clause behind every answer.