Telecom AI agent · Field dispatch
Field-Technician Dispatch & Support AI Agent
Build the day's schedule from the skills, hazards and agreement rules already on record, surface what the record does not clear, and hold the job for the supervisor who releases it.
- Typical delivery
- 4–6 weeks
- Deployment
- Your stack
- Supervisor gate
- Pre-dispatch
- After launch
- Agent Care
What this agent does
Plans the day, not the decision to climb
In
- 01
Where the work order and site record live, ingest them from supported workforce systems.
- 02
When a site carries more than one record, normalise the fields and carry each hazard forward with its source.
Reason
- 03
When the constraints are in, build a proposed schedule and route from the skills, hazards and windows on the job.
- 04
Where a collective agreement sets call-out rotation or overtime order, apply it as a hard constraint.
- 05
When a job needs a credential, read the register and block the assignment if it is missing or expired.
Decide
- 06
Where the record does not clear a hazard — structure, RF, atmosphere or approach distance — say so and stop.
- 07
Route every job to the named supervisor who releases it.
Out
- 08
Retain the constraints applied, the proposal, the supervisor's changes and the release against the work order.
- 09
Execute write actions only inside the approval boundaries agreed during implementation.
Product statement
The agent proposes a schedule; the named supervisor releases each job, and the employer stays responsible for the safety of the work.
Example workflow
One job, record to release
- 1Work order receivedTrouble ticket, planned-work order, site visit or storm call-out
- 2Constraints assembledSite hazards, credentials, agreement rules and travel windows, each with its named source
- 3Schedule proposedTechnician, window, route and confidence
- 4Controls appliedCredential-register checks, hazard-record checks, agreement-rule checks and confidence threshold
No human action required
Stages 1 to 4 run unaided, and nobody is sent anywhere at any of them — the agent is proposing, and the supervisor's lane opens at the confidence gate.
Goes to the named supervisor to release.
Adds a safety-lead read first.
Supervisor release
The job is held with its constraints, its unresolved hazards and the confidence.
Release · Amend · Send to safety review
Released — job pack issued
- 6Workforce systems updatedOnly where write access and approval policy allow it
- 7Outcome evaluatedOverride rates, hazard-flag outcomes, on-site stops and post-job corrections
Overrides
Every supervisor change is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required
8 items
- Authorising a climb, or work on an energised line.
- Deciding that a person is qualified or competent.
- Clearing an RF zone, or which exposure limit applies.
- Dispatching into a hazard the record does not clear.
Automation boundary
Agent acts unaided
- ✓Build a proposed schedule against the configured rule set.
- ✓Assemble the job pack from the skills and hazards on record.
- ✓Apply the employer's own tie-off, access and agreement rules.
- ✓Surface what the record does not say, and hold the job for release.
Any write happens inside the boundaries agreed at implementation, never ahead of release.
- Overriding a rule in the collective agreement.
- Testing a pole or structure, or declaring it safe.
- Applying lockout/tagout on behalf of a person.
- Changes to hazard, credential or agreement rules.
Example output
One job, annotated
Everything the agent proposes is attached to the record it was drawn from.
Dispatch output · single job
Illustrative example- Job
- Rooftop antenna swap
- Proposed work
- Two-technician visit to a shared rooftop with three licensees
- Window
- 07:30 – 11:00
- Source of record
- Site hazard register
- Confidence
- 91%
- Held for
- Named supervisor, not released
As received
Taken from the work order and the site hazard register — nothing on this side is written by the agent.
Constraints used
- Credential register
- Site hazard record
- Agreement rules
Why this window
The rotation and the rest rule set it — not the shortest route the optimiser found.
What the score decides
Below the configured threshold the job picks up a safety-lead read before it.
Action
ReleaseAmendSend to safety reviewValue
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value lands
Value 01 – 04
Every job
From the work order
Schedule from the record
Draw on the skills, the hazard record and the collective agreement — which binds this work where fair-workweek law does not.
Schedule the work, not the risk
Routine jobs arrive already sequenced against the configured constraints.
Send review to the risky jobs
Unresolved hazards and low-confidence schedules are marked, so a supervisor's read starts where risk concentrates.
Build an evidence trail
The job, the skills and hazards recorded against it and the supervisor who released it stay together.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Workforce management
- ServiceMax
- Salesforce Field Service
- IFS
- ClickSoftware
Work and asset systems
- Maximo
- SAP PM
- Site, tower and pole registers
Ticketing and assurance
- ServiceNow
- Remedy
- Netcracker
- Amdocs
Agent
Field-technician dispatch
- Reads the record
- Proposes the schedule
- Holds for release
Safety and training
- Credential registers
- Training and hazard-analysis records
Observability & evaluation
- OpenTelemetry
- Langfuse
- Supported monitoring/evaluation sources
Integration availability depends on the client's existing systems and API access.
Agent controls
Six layers between the model and the dispatch
Every control encloses the next. What survives the set is named in the map below.
L6 · Outermost — last line of defence
Inward → L1 · closest to the model
- L1 – L2
- Test whether a schedule may stand
- L3
- Puts the release in a supervisor's hands
- L4 – L5
- Keep the job and the hazards recorded on it
- L6
- Falls back to plain scheduling when signals degrade
How Nestack evaluates it
Evaluate the dispatch workflow — not only the finished schedule.
Coverage runs the whole depth of the workflow, and every layer is cut by slice.
Surface — the schedule the technician gets
- E1Final-output evaluationDid the proposed job match the skills and hazards on record?
- E2Step-level evaluationDid the agent use the right site record, rule set and agreement terms?
- E3Tool evaluationDid it read and write the correct work order and the correct field?
- E4Confidence calibrationDo low-confidence schedules actually attract more supervisor overrides?
- E5Slice evaluationHow does performance change across specific job types?
- E6Business outcomeHow many jobs needed a supervisor change or a correction after dispatch?
Floor — the outcome the employer answers for
Failure modes
Where each failure originates in the agent
Seven failure modes, placed at the stage each one originates.
Agent lifecycle
Direction of processing →
01 · Retrieval
1 mode
- BV-03
Superseded site record
Hazard or access notes read from an out-of-date pack.
Stage gathers
Work order, site hazards, credentials and agreement rules
02 · Reasoning
2 modes
- BV-04
Exposure category assumed
A person's RF category is inferred from the site, not their training.
- BV-06
Competence read off a title
A job title is treated as a qualified-person determination.
Stage proposes
Technician, window, route and confidence
03 · Tool / write
2 modes
- BV-02
Dispatch onto an open hazard
A job is put forward against a record that never cleared it.
- BV-05
Agreement rule bypassed
Call-out rotation or overtime order is taken out of turn.
Stage writes
Only where write access and approval policy allow it
04 · Output
1 mode
- BV-01
Hazard dropped from the pack
A recorded hazard is missing from the job pack the technician receives.
Stage returns
The schedule the supervisor releases and
05 · Change / Version
1 mode
- BV-07
Silent constraint drift
A model or rule change widens what the agent will schedule.
Stage tracks
Model, prompt, rule set and hazard configuration
- Sev-1 · a job dispatched outside the boundary
- Sev-2 · a wrong constraint reaches the job pack
- Sev-3 · source degrades, job routes to review
Affected slices
The safest average hides the riskiest jobs
Contractor and subcontractor crews sit furthest down the chain and are the least visible in any aggregate. Nestack reports the supervisor-override rate by slice, not only in total.
Slice performance — reported separately, not only in aggregate
Illustrative example| Slice | Failure rate | Lift | Lift vs. threshold | Status |
|---|---|---|---|---|
| Tower and elevated work | 8.6% | 3.3× | Review | |
| Multi-tenant rooftop sites | 6.8% | 2.6× | Review | |
| Storm-restoration call-outs | 4.9% | 1.9× | Watch | |
| Routine premises visits | 1.8% | 0.7× | Normal |
Bar: supervisor-override-rate lift vs. routine-premises baseline · scale 0–4.0× · tick marks the 2.0× review threshold
2 of 4 slices over threshold
Evidence-linked improvement
The loop closes on a test, not a debrief
The loop closes on a case the next release must pass, not on an explanation. That suite is what the next job put to a technician is measured against.
Improvement cycle · five stages
Switchback — the path turns at Improve and returns at Learn
- 01
Detect
Supervisor-override rate rises in a job slice.
- 02
Diagnose
Read the jobs and the records behind them until the cause narrows to one constraint.
- 03
Improve
The fix is versioned with the jobs that motivated it.
- 04
Verify
Nothing ships while an affected case is failing.
- 05
Learn
The case is added for good, and the dispatch rules change.
Learn → Detect
The return edge. The next detection runs against a suite one case longer.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, dispatch workflow, evaluation, integration, then production validation and handover.
Workstream
Week 1Week 2Week 3Week 4Week 5Week 6
- 01Dispatch workflow discovery and automation-boundary definition.Week 1
- 02Workforce and asset source assessment.Week 1, Week 2
- 03Skill, hazard and collective-agreement rule mapping.Week 1, Week 2
- 04Work-order ingestion and normalisation.Week 2
- 05Scheduling logic and constraint binding.Week 2, Week 3
- 06Confidence scoring and hazard routing.Week 3
- 07Supervisor release workflow.Week 3, Week 4
- 08Workforce-system and dispatch integration.Week 5
- 09Hazard and competence cases.Week 4, Week 5
- 10Guardrails and dispatch controls.Week 4
- 11Job-trail instrumentation.Week 5, Week 6
- 12Deployment, documentation and Agent Care handover.Week 6
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallel
Final scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
| Capability✓ in scope · — not at this tier | PilotOne region, one crew type | ProductionProduction workforce systems | AdvancedMultiple regions / contractors |
|---|---|---|---|
| Introduced at Pilot | |||
| Scheduling to your record and rules | ✓ | ✓ | ✓ |
| Supervisor release | ✓ | ✓ | ✓ |
| Dispatch-quality baseline | ✓ | ✓ | ✓ |
| Introduced at Production | |||
| Reporting by job type | — | ✓ | ✓ |
| Release workflow in your systems | — | ✓ | ✓ |
| Approved write-back | — | ✓ | ✓ |
| Workforce-system integration | — | ✓ | ✓ |
| Introduced at Advanced | |||
| Multi-agreement and multi-state rules | — | — | ✓ |
| Multi-stage safety approvals | — | — | ✓ |
| High job volume | — | — | ✓ |
| Multi-region dispatch controls | — | — | ✓ |
| Build price | From $5,000 | From $8,000 | Custom quote |
- Final build price
- Confirmed after discovery based on integrations, workflow complexity, transaction volume, approval controls and deployment requirements.
- Separate from build
- Build pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bring
We build with it
01Your job types and work-order structure
→Work-order ingestion and constraint mapping
Week 102Representative completed jobs
→Scheduling baseline, constraint extraction and hazard binding
Week 203Your skills matrix, hazard register and agreement terms
→Skill, hazard and collective-agreement rule mapping
Week 104Access to relevant APIs, feeds or exports
→Workforce and asset assessment, then integration setup
Week 205Jobs you would not want dispatched
→Hazard cases and the evaluation suite
Week 406What must reach a supervisor before anyone climbs
→Confidence scoring, hazard routing, guardrails and release controls
Week 307Named supervisors to release jobs
→Supervisor release workflow, then pilot and production validation
Weeks 5–6
Nothing else is required
Deployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Each phase occupies the weeks it needs, so the fifth week carries two kinds of work.
Phase
W1
W2
W3
W4
W5
W6
- DiscoveryW1
- BuildW2 – W3
- EvaluateW4 – W5
- Pilot & LaunchW5 – W6
Week focus
W1Dispatch workflow discovery, rule mapping and the automation boundary
W2Workforce and asset integration and the scheduling baseline
W3Scheduling workflow, confidence logic and release controls
W4Evaluation suite, hazard-record checks and failure-mode testing
W5Dispatch integration, pilot crews and targeted corrections
W6One dispatch cycle run under field operations, then handover
- Reading the band
- A bar covers the weeks its work is named in, and nothing else. The week 5 overlap is real, not padding.
- At the end of W6
- The cycle closes validation and Agent Care assumes monitoring.
- Duration
- Six-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Telecom AI agent
Build a dispatch agent that stops where the climbing starts.
Show us your job types, your hazard register and the agreement you work under. If you can name who releases a job today, we'll map the scheduling workflow to stop at that person and set the boundary there.
- Typical delivery
- 4–6 weeks
- Deployment
- Your workforce stack
- Supervisor release
- Pre-dispatch
- After launch
- Agent Care available
Nestack Agents · Field-technician dispatch
AGT-TL-10 · Agent Care available after launch