Watch how a fault becomes a diagnosed job pack, gets fixed, and teaches the agent for next time.
Customer chat, staff scan or help desk call
Every route into the network feeds the same queue — a customer chat that went quiet, a staff member scanning the site QR code, a manager raising it by hand, or an offshore operator logging a phone call.
Inputs the agent reads
Incoming
›Source: Help desk ticket T-1042 (operator Maria)
›Site: Craigieburn Hume · VIC
›Machine: Washer 3 (Dexter T-400, 20lb)
›Reported: 11 Aug, 9:14am
›"Drum full of water, won't spin, beeping"
This is a real-shape conversation at the machine. The agent reads every line and photo, pulls the facts out, and writes the technician brief itself.
The chat at the machine
What the agent pulled out
Site: Craigieburn Hume (from QR scan + GPS 42m)
Machine: Washer 3 — Dexter T-400, 20lb
Symptoms: Water in drum · door locked · alarm beeping · no drain
Error code: dE1 — read from the customer's photo
Customer impact: Load trapped, customer waiting on site
Language: Punjabi → translated to English for the job pack
The job pack it writes
›Job JR-2291 — Washer 3, no drain / no spin (dE1)
›Likely cause: drain pump blocked / impeller jammed
›Steps: isolate power → drain via filter hose → pull pump filter → inspect impeller → test winding → 2 test cycles
›Parts: drain pump assembly (only if test fails)
›Tools: multimeter, hose clamp pliers, bucket
›Skill: Intermediate · Est. 1.5 hrs
›Safety: isolate power, drum holds ~20L water
›Attached: 3 customer photos + full transcript
Each finished repair is scored against the pack the agent wrote. Every mismatch becomes a rule for the next job.
| Field | Agent predicted | Technician submitted | What it learned |
|---|---|---|---|
| Root cause | Drain pump blocked | Drain pump blocked — coins | Confidence raised for dE1 on Dexter T-400 |
| Parts | Pump assembly + door lock switch | No parts replaced | Stop pre-ordering parts for dE1 — clear the filter first |
| Tools | Multimeter, hose clamp pliers | Pliers and bucket only | Bucket added to the standard dE1 tool list |
| Skill level | Intermediate | Junior completed it | dE1 blockages downgraded to Junior — cheaper callouts |
| Time on site | 1.5 hrs | 1.28 hrs | Estimate tightened to 1.25 hrs |
| Safety notes | Isolate power, drum holds water | Confirmed by technician | Kept as written |
Every completed repair feeds the next diagnosis. The more jobs the network closes, the sharper the packs get.