Service Engine - Area 03
Visits proposed proactively, not booked after breakage.
Once a service need is predicted, scheduling proposes a visit inside the customer's window - not a technician's convenience. The customer confirms, a reminder is set, and the dispatch queue picks it up.
Proactive visit
confirmedThu, 14:00 - 16:00
Customer window matched. Reminder set 12h prior.
What this area does
Three things it gets right.
Customer-window aware
Slots are proposed based on the customer's stated availability and past accept-rate for time-of-day, not just a blank calendar.
Confirm-and-remind flow
Every proactive visit is confirmed by the customer, then a reminder is scheduled 12 hours before. No silent bookings, no ghost visits.
Deferrals stay in the pulse
If a customer defers, the pulse holds the amber alert instead of clearing it. Nothing quietly drops off the queue.
Worked example
From predicted alert to a confirmed slot.
Alert accepted
day 341
Proactive visit queued from the predictive engine.
Slots proposed
3 windows
Chosen from the customer's accept-rate for time-of-day.
Customer confirms
Thu 14:00 - 16:00
Confirmation logged. Reminder scheduled T-12h.
Handoff to dispatch
route 7 candidate
Passed to routing with location and skill tags.
A note on honesty. Scheduling proposes, it does not force. If a customer chooses to wait, the engine holds the alert rather than clearing it, and marks the risk against the unit.