Use case · Fulfilment · Support
Fault & Incident Reporting
AI fault and incident reporting gives staff, customers or guests one line or chat to report a problem, 24/7. Every report is captured the same structured way, prioritised by your rules, logged centrally and tracked until it's resolved. Minor problems get instructions straight away, and serious ones reach a person at once.
- Every report answered
- 24/7
- Captured on every report
- 5 details
- Alerts for critical issues
- Instant
What is AI fault and incident reporting?
AI fault and incident reporting is a dedicated reporting line or chat, answered by an AI agent, where faults and incidents are reported. The agent captures who reported it, where it is, what it is, how serious it is and when it happened, then logs it in one issue log with a status from reported to resolved.
Phone reports go to an inbound AI voice agent. Chat reports go to an AI chat agent that can also walk people through minor fixes.
Why do fault reports get lost?
Fault reports get lost because they arrive as a call or message to whoever happens to be on shift. Details get missed, such as exactly where the fault is, how serious it is and who reported it. Reports end up in notebooks, emails and memories rather than one place, so nobody can see what's open or urgent.
Details go missing
The location, severity or a way to call the reporter back isn't taken down.Reports live in five places
Notebooks, emails, chats and memories, with no central record.Nobody sees the whole picture
What's open, what's urgent and what's already being handled isn't visible at a glance.
How does an AI reporting line work?
An AI reporting line answers every call immediately and takes the report the same way each time: reporter, location, fault type, severity and timing. After the call, an AI step reads the transcript, classifies the problem and sets the priority by your rules. The report is logged, the reporter gets an SMS reference, and critical issues alert the on-call team.
With an AI voice agent (inbound)
A call to your reporting line
Answer every report
The agent picks up immediately, 24/7, and takes the report the same structured way every time.Capture the essentials
The reporter's name and contact details; the location, such as the site, station, vehicle, unit or room; the type of fault; its severity for safety and operations; and when it happened.Classify and prioritise
After the call, an AI step analyses the transcript, classifies the problem type and sets the priority using your rules.Log and track
The report goes into a central issue log showing every current and past issue and its progress: reported, assigned, in progress, resolved.Confirm and escalate
The reporter gets an SMS confirming the report was logged, with a reference. Critical issues alert the on-call team instantly.
The reporting line can sit on your current phone system (PBX) or on a new number.
How does the chat agent handle minor and major problems?
The AI chat agent triages every report. It asks what's wrong, where and how serious it is, one question at a time, then decides whether the issue is minor or major using your examples and rules. Minor issues get step-by-step instructions from your own guides. Major ones go to your on-call person immediately, and anything safety-related is always escalated.
With an AI chat agent
A guest, customer or staff member reports a problem in your website chat, Telegram, WhatsApp, Messenger or Instagram
Find out what's wrong
What the problem is, where it is and how serious it is, one question at a time.Triage
Minor or major, using the examples and rules you give it.Guide the minor ones
A tripped switch or a device that needs restarting gets step-by-step instructions from your guides, with images or links where they help.Escalate the major ones
A power cut or a leak goes to you, your on-call person or your property manager immediately, with the full conversation attached.Log and track
An automation logs the location, type, severity and status in your central issue log.Close the loop
The reporter is told what happens next. If the instructions don't fix a minor issue, they can escalate it in the same chat.
For emergencies, the agent gives the guidance you've approved, such as escape routes, emergency numbers and directions to the nearest hospital, and alerts your team at once.
What does a guest report look like in chat?
A guest report in chat starts with what's wrong and where. If a guest says the kitchen lights have gone out, the agent asks a couple of questions, recognises a tripped switch and walks them through resetting it with a photo of the fuse box. If another guest reports water coming through the ceiling, the host is alerted at once.
Illustrative chat, not a client conversation
GuestThe kitchen lights have gone out.
AgentSorry about that. Have any other lights or sockets gone off, or just the kitchen?
GuestJust the kitchen.
AgentThat sounds like a tripped switch. The fuse box is in the hallway cupboard, as in this photo. Push the switch marked Kitchen back up.
GuestThat's fixed it, thanks.
Which systems deliver it?
AI fault and incident reporting is delivered by an inbound AI voice agent, which runs the reporting line, and an AI chat agent, which triages reports in chat. AI automations sit behind both: classifying reports, writing them to the central issue log, sending the reporter's SMS reference and alerting the on-call team.
| System | Trigger | What it does | Package note |
|---|---|---|---|
| AI Voice Agents | A call to your reporting line | Takes a structured report 24/7, confirms by SMS, escalates critical issues | Inbound agent on your current phone system or a new number |
| AI Chat Agents | A report in chat or DMs | Triages minor and major issues, guides the fix or escalates with the conversation | Core covers 1 use case on 1 channel; Advanced adds a second channel |
| AI Automations | A finished call or chat | Classifies and prioritises the report, logs it, tracks its status, alerts the on-call team | An issue log interface or reporting dashboard can be added to any package |
Where is it used?
AI fault and incident reporting suits any operation where problems are reported by phone or message and need to reach the right person fast. Transport operators call it fault or defect reporting. Short-term rental hosts call it guest issues and maintenance requests. Facilities and estates teams, field service teams and IT helpdesks use the same pattern.
Same job, their words
A fault and defect reporting line. Staff call in a fault on a vehicle, a station or a section of line; the agent takes the location, type and severity, logs it in the defect register and alerts the on-call team to anything that affects safety.
What should you know before you start?
AI fault and incident reporting follows your rules: what counts as minor, major or critical, who is on call and what emergency guidance is approved. We agree those with you before the build. The agent doesn't improvise safety advice, and anything safety-related is always escalated to a person.
- Your rules set the priority. Severity levels and examples are agreed with you and can be changed later.
- Safety always goes to a person. The agent gives only the emergency guidance you've approved.
- A full record of every report. Transcript, timestamps and status history, plus the call recording for phone reports.
- It works alongside your phone system. Your current PBX or a new number.
How would we build it for you?
We haven't published a fault and incident reporting case study yet. Here's how a build would run: we agree your report fields, severity rules and on-call contacts, set up the reporting line or chat, build the issue log, then test it with real-world scenarios before your staff, customers or guests use it.
- Report receivedcall or chat
- Details capturedwho · where · what
- Priority setyour rules
- Loggedcentral issue log
- Reporter confirmedSMS reference
- Critical escalatedon-call alert
Frequently asked questions
Questions
Answer
What does the agent capture on every report?
The AI agent captures five things on every report: the reporter's name and contact details, the location (such as the site, station, vehicle, unit or room), the type of fault or incident, its severity for safety and operations, and when it happened or was noticed. You can add fields specific to your operation during the build.
How are urgent faults escalated?
After each report, an AI step classifies the problem and sets its priority using your rules. Critical issues alert your on-call team instantly, and in chat, major issues such as a power cut or a leak go to your on-call person with the full conversation attached. Anything safety-related is always escalated, whatever the rules say.
Can it work with our existing phone system?
Yes. The reporting line can sit on your current phone system, such as a PBX, or on a new number. Reports still land in the same central issue log either way. We check how your phone system routes calls on the discovery call and test the line before it goes live.
Where are reports logged?
Every report goes into a central issue log with a simple interface showing every current and past issue and its progress, from reported to assigned to in progress to resolved. Each one keeps its transcript, timestamps and status history, plus the call recording for phone reports, so you have a full record of what was reported and when.
Can the chat agent help fix minor problems?
Yes. For minor issues, such as a tripped switch or a device that needs restarting, the chat agent gives step-by-step instructions from your own guides, with images or links where they help. If the instructions don't fix it, the reporter can escalate it in the same chat, and the issue is logged either way.