Sub-function
Field Service Dispatch
Owns field job work end to end inside Customer Service. Runs 3 lines across 19 stations, drains the repeatable share into the M2D tower, and holds 1 human gates.
Estate rating
A
79 / 100
Matching, routing and rescheduling are optimization problems agents solve better than dispatchers. Safety-critical jobs still route to a named engineer.
Agents
10
Lines
3
Units / wk
14,926
Timetable vs actual
9.2h → 10.1h
Cost / unit
$18
was $50
Run-rate saving
$24.8M
annualized at this volume
The 10 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Dispatch Orchestrator
Owns the field service dispatch lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A4 · escalates to Escalates to Director, Field Service when the unit falls outside the decision envelope or confidence drops below the floor.
Job Qualification Agent
Runs the repeatable portion of field service dispatch inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Field Service when the unit falls outside the decision envelope or confidence drops below the floor.
Parts Availability Agent
Runs the repeatable portion of field service dispatch inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Field Service when the unit falls outside the decision envelope or confidence drops below the floor.
Job Closure Agent
Runs the repeatable portion of field service dispatch inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Field Service when the unit falls outside the decision envelope or confidence drops below the floor.
Skills Matching Agent
Executes the field service dispatch step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Field Service when the unit falls outside the decision envelope or confidence drops below the floor.
Route Optimization Agent
Executes the field service dispatch step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Field Service when the unit falls outside the decision envelope or confidence drops below the floor.
Appointment Agent
Executes the field service dispatch step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Field Service when the unit falls outside the decision envelope or confidence drops below the floor.
On-site Evidence Agent
Executes the field service dispatch step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Field Service when the unit falls outside the decision envelope or confidence drops below the floor.
Dispatch Policy Agent
Holds the rules that bind every other agent in field service dispatch. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A4 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Field Service Dispatch Challenger Agent
Adversarial reviewer for field service dispatch. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A4 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into data stewardship and evidence quality.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
Field Service Dispatch Operating Position
Ratifiedv1Should field job work stay in the shared transaction spine, or come back inside the function where the context lives?
Hold the ceiling at A4 for field service dispatch. Matching, routing and rescheduling are optimization problems agents solve better than dispatchers. Safety-critical jobs still route to a named engineer. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
59%
The challenge — Field Service Dispatch Challenger Agent
Field Service Dispatch Challenger Agent argues the recommendation leans on 4 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 10 percent for two consecutive months
- ·Cost per field job stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $25k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $658k run rate | Known and priced. Cedes ground if comparators move faster. | not selected |
| Raise the ceiling one level now | $585k to build controls | Override rate is 14 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $92k transition | Loses local context. Rework risk on the cases that are hardest to recover. | selected |
Ratified 5 months ago. Measured since: cost per field job fell 13 percent against a forecast of 12 percent.
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| CS6-POL-200 | Field Service Dispatch Decision Envelope Agents in this lane may act without a human when the field job sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 6 agents · APAC | envelope | Dispatch Policy Agent | Director, Field Service | v4.2 | Active |
| CS6-POL-201 | Field Service Dispatch Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 6 agents · APAC | evidence | Dispatch Policy Agent | Director, Field Service | v4.9 | Active |
| CS6-POL-202 | Field Service Dispatch Escalation Rule Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. Director, Field Service owns the response clock. binds 6 agents · EU · UK · US | escalation | Dispatch Policy Agent | Director, Field Service | v1.0 | Active |