Ardsley Facilities Group
A maintenance request triage assistant for a Toronto facilities operator, classifying and routing free-text requests before a coordinator sees them.
AI Strategy & Development →The challenge
Maintenance requests arrived by email, phone message, and web form in whatever words the tenant happened to use, and a coordinator read every one to decide priority and trade. Genuinely urgent items sat behind routine ones during busy periods simply because they arrived later in the queue.
Our approach
- 01
Built a triage assistant that classifies each incoming request by trade and urgency, then routes it to the right queue with a plain-language note on why it was categorised that way
- 02
Tuned the urgency thresholds against a year of Ardsley's own historical dispatch decisions rather than a generic severity scale, so the categories match how their coordinators already work
- 03
Required a coordinator to confirm priority on anything the assistant flags as a safety issue, so no urgent classification is acted on without a person agreeing to it
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