AI Agentic Intelligent Operations Platform
## Solution The Intelligent Operations Platform deploys an agentic AI system that automates the complete service request lifecycle. AI agents handle document intake and classification, validate business rules and customer accounts, route requests to appropriate processing queues, perform quality assurance checks, and trigger customer notifications.
Problem Statement
The challenge addressed
Solution Architecture
AI orchestration approach
Service Request Form - Create new request with category selection (Equipment Failure, Maintenance, Procurement, Inspection) and priority levels
AI Pipeline Processing - Multi-agent DAG orchestration with real-time event streaming showing pipeline stages and agent execution status
AI Analysis Complete - Executive summary with maintenance recommendations, live IoT telemetry, anomaly detection, and autonomous actions
Review & Submit - Request preview showing 8-agent AI pipeline visualization, request details summary, and estimated processing time
AI Agents
Specialized autonomous agents working in coordination
Master Orchestrator Agent
Managing complex multi-stage request processing workflows with conditional branching, parallel execution paths, and error recovery across diverse request types.
Core Logic
The Master Orchestrator implements a state machine workflow engine that routes requests through appropriate processing stages based on request type and classification results. It manages agent dependencies, handles timeout and retry policies, coordinates parallel agent execution where applicable, and maintains complete execution history for audit compliance. The orchestrator exposes OpenTelemetry spans for end-to-end request tracing.
Document Intake Agent
Capturing and normalizing incoming service requests from multiple channels (web forms, emails, API calls, phone transcriptions) into a standardized processing format.
Core Logic
The Document Intake Agent receives raw request submissions and performs initial data extraction, validation, and enrichment. It parses structured form data, applies OCR to scanned documents, extracts key entities from unstructured text, normalizes dates/addresses/identifiers, and creates a canonical request record. The agent attaches file uploads to secure storage with virus scanning and generates unique tracking identifiers.
Document Classification Agent
Automatically determining request types and urgency levels from request content to enable proper routing without manual triage intervention.
Core Logic
The Document Classifier applies NLP models trained on historical request data to categorize incoming requests into service types (installation, maintenance, repair, warranty, quote request). It analyzes request text, attached documentation, and customer history to assign priority scores. The agent outputs confidence scores for each classification, escalating to human review when confidence falls below threshold.
Validation Agent
Enforcing business rules, verifying customer eligibility, and ensuring request completeness before committing resources to fulfillment.
Core Logic
The Validation Agent executes a configurable rule engine that checks customer account standing, contract coverage, warranty eligibility, geographic service area, and required documentation completeness. It queries CRM and ERP systems for customer data, validates part numbers against product catalog, checks inventory availability for parts requests, and flags policy exceptions requiring approval.
Processing Agent
Executing core request fulfillment actions including work order creation, technician dispatch, parts ordering, and appointment scheduling.
Core Logic
The Processing Agent interfaces with operational systems to execute fulfillment workflows. For service requests, it creates work orders in the field service management system, identifies available technicians with required certifications, optimizes appointment scheduling based on location and urgency, and reserves required parts from inventory. For quote requests, it triggers the pricing engine and generates customer-facing proposals.
Quality Assurance Agent
Ensuring processing accuracy, detecting anomalies, and maintaining service quality standards before request completion.
Core Logic
The QA Agent performs automated quality checks on processed requests including data consistency validation, pricing accuracy verification, SLA compliance monitoring, and anomaly detection for unusual patterns. It samples completed work orders for documentation completeness, validates that all required approvals were obtained, and generates quality metrics dashboards for continuous improvement initiatives.
Notification Agent
Keeping customers and internal stakeholders informed of request status changes throughout the processing lifecycle.
Core Logic
The Notification Agent monitors request state transitions and triggers appropriate communications via email, SMS, or push notification channels. It personalizes message content based on request type and customer preferences, includes tracking links and appointment details, handles delivery retries for failed notifications, and logs all communications for compliance records. The agent respects customer communication preferences and quiet hours.
Worker Overview
Technical specifications, architecture, and interface preview
System Overview
Technical documentation
Tech Stack
7 technologies
Architecture Diagram
System flow visualization