Live Executive Webinar • September 22, 2026 • 11:00–11:45 a.m. CT
From Customer Call to Technician Dispatch
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The Challenge
Routing is not resolution
A single service request can require customer identification, safety triage, service history, warranty status, technician availability, dispatch rules, work-order creation, and confirmation messaging. Most contact centers can route that call quickly — but routing is not resolution.
- Callers repeat the same details across menus, agents, and dispatch
- Agents switch between CRM, field-service management, and scheduling systems
- Safety triage and urgency assessment depend on who answers the call
- Warranty, membership, and service history sit outside the contact center
- After-hours calls and peak-season demand exceed available agents
Nouraa works with — not instead of — Genesys Cloud or NICE CXone. The contact center remains the engagement layer while Nouraa coordinates approved work across business systems.
Live Demo Scenario
Homeowner says: “My furnace stopped working, and my house is getting cold.”
Watch the AI agent confirm the homeowner and equipment, run approved safety triage, review service history and warranty, schedule the earliest suitable technician, create the work order, and transfer to your existing Genesys or NICE queue with the full context attached.
Confirm the homeowner, property, service address, equipment, and approved identity checks.
Ask approved safety questions, assess urgency, and review service history, membership, and warranty.
Match territory, technician skill, and availability, create the job, issue the work-order number, and confirm by SMS or email.
Transfer to the existing Genesys or NICE queue with verified identity, findings, actions, and next step.
30-Minute Program + 15-Minute Q&A
Who should attend
- Contact-center and customer-service leaders
- Operations, scheduling, and dispatch leaders
- Field-service and service-delivery leaders
- CX, digital transformation, IT, AI, and automation leaders
For HVAC, plumbing, electrical, home security, pest control, roofing, garage-door, landscaping, restoration, appliance-repair, home-maintenance, and residential field-service companies.
The home-services contact-center gap
Why routing is not resolution — and where a single service request stalls between identification, triage, scheduling, and dispatch.
Agentic AI fundamentals
The difference between an IVR, a chatbot, and an agentic AI layer that can reason, access service systems, and complete approved tasks.
Live furnace-emergency demo
Watch a no-heat call handled end to end — homeowner identified, safety questions asked, technician scheduled, work order created, and the call escalated with full context.
Business impact and measurement
Baseline the metrics that matter: eligible-call containment, assisted handle time, booking speed, first-contact resolution, and seasonal capacity.
Deployment approach and takeaway
How to layer agentic AI onto Genesys Cloud or NICE CXone without replacing the platform — and the first journey to start with.
Extended live Q&A
Bring your environment and your contact mix. Get practical answers on integration, dispatch rules, and where to start.
Business Impact
Measure Outcomes, Not Conversations
35–50%
20–35%
65–75%
100%
Speakers
Meet Your Speakers
Mustafa Peshawarwala
Ayesha Sarwar
Next Step
Register for the Webinar
