Appliances playbook
Hybrid by design: the genie triages, the engineer diagnoses
Voice AI is not about replacing your engineers. It handles the always-on intake and triage and hands the complex diagnostics to a field engineer, with the model, fault, and history already captured.
- Customers hate repeating the fault to a second person
- Context gets lost between the answering service and the engineer
- Some diagnostics genuinely need an engineer on the phone
- Escalations with no notes waste time on the callback
Handoff is routing: the genie answers every channel, then sends the right conversations to a field engineer.
A handoff that carries the model and fault
The whole point of hybrid AI plus human is that the engineer who picks up already knows the story. Your genie decides when to escalate based on your rules, then passes the appliance, the fault, and everything captured so far, so the customer never starts over.
When it hands off to a field engineer
- •A complex diagnostic that needs an engineer's judgement or a site visit
- •A high-value or commercial appliance where an expert adds trust
- •Anything outside its knowledge base or your service rules
- •A caller who simply asks to speak to a person
Everything the genie could not resolve arrives as a captured enquiry, so even an after-hours escalation reaches you as a clean note rather than a missed call. This is the split shown in the architecture guide: the genie owns the intake and triage, your engineers keep the diagnostics. It pairs naturally with after-hours intake and troubleshooting FAQ.
The other workflows
After-hours support intake Answer after the workshop closes, capture the model and fault, and book the repair for the morning. 
Repair booking Collect the appliance, the fault, and the address, then book the repair into your calendar. 
New service enquiry capture Capture every new service enquiry with make, model, and fault, and qualify it before it goes cold. 
Troubleshooting and warranty FAQ Answer troubleshooting, warranty, and "do you fix this brand" instantly, and deflect the calls that are not jobs. See how it hands off
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