Call and request intake
The system should collect names, locations, timing, service requirements, contact details, and special instructions in a structured form while confirming key information with the caller.
Operational context
A dispatch recommendation is only useful when it considers availability, geography, equipment, qualifications, priority, customer rules, and current conditions.
Integration requirements
Ask how the solution connects with dispatch software, telephony, mapping, customer records, messaging, and reporting. A disconnected AI assistant can create more manual work instead of less.
Exception handling
Review what happens when callers change details, provide unclear addresses, mention safety concerns, or request something outside normal policy. Human escalation should be fast and visible.
Performance measurement
Useful metrics include call completion, booking accuracy, response time, dispatcher workload, missed-call reduction, escalation rate, and customer satisfaction.