Typical scenario
Dispatchers, technicians and customers coordinate through a constant stream of calls. Helia collects requests, sets priorities, updates jobs and communicates changes, cutting manual handoffs between the field and the control room.
Solution
Dispatching & Field Service with voice AI.
Real-time technical coordination. Dispatch technicians to the field, assign tickets by priority and update job status with zero manual effort.
Automatic technician routing by skill, proximity and SLA.
Job status updates by voice from the field, no app required.
Integration with FSM platforms (ServiceMax, Salesforce FSL, Praxedo and more).
Context
Who it's for and when you need it.
Teams involved
DispatchingField ServiceOperationsCustomer CareIT
Channels
PhoneEmail
SLA
Job compliance
Jobs assigned and updated within contractual timeframes.
FTF
First-time fix
Jobs resolved on the technician's first visit.
AHT
Coordination time
Time spent on calls between dispatcher, technician and customer.
Specific problems
ProblemImpactWhat Helia does
Problem
Manual assignments
Impact
Wrong technicians, delays and poorly optimized slots.
What Helia does
Proposes assignments by skill, area, priority and SLA.
Problem
Late updates from the field
Impact
Customers and the control room lack real-time status.
What Helia does
Enables voice updates and syncs FSM/CRM.
Problem
Chaotic rescheduling
Impact
Unstable schedules and too many coordination calls.
What Helia does
Rebalances slots and notifies both customer and technician.
Real use cases
Operational micro-scenarios.
Scenario 1
New urgent fault
Input: Our premium customer is down.
Action: Helia identifies the SLA, an available technician and required parts.
Output: Job assigned and customer notified.
Scenario 2
Technician update
Input: Job closed, component replaced.
Action: Logs the outcome, component and voice notes.
Output: FSM updated and recap sent.
Scenario 3
Running late
Input: I won't make it to the next customer on time.
Action: Recalculates the schedule and alternatives.
Output: Customer notified and slot rescheduled.
Success stories
Technical support
Challenge: Dispatchers swamped with calls.
Solution: Helia for updates and basic routing.
Result: More time for critical exceptions.
Multi-site service
Challenge: Different SLAs per contract.
Solution: Priority rules built into the FSM.
Result: Jobs ordered by real urgency.
Mobile technicians
Challenge: Inconsistent app usage.
Solution: Voice updates after each job.
Result: More current statuses and less missing data.
Make field service faster and fully tracked.
Technicians, customers and dispatchers share the same status.
Urgent issues surface immediately and follow clear rules.
Learn more
More solutions and industries covered.
Customer CareResolves up to 90% of first-level requests.Explore Real-time sales supportProduct data, inventory and best offer during the deal.Explore ManufacturingTechnical support, manuals and training, all by voice.Explore Operations & LogisticsCoordinated shipments, pickups and driver communication.Explore
FAQ
Frequently asked questions.
Do technicians need to install an app?
No. Helia talks with technicians over the phone, even from personal numbers, with no installs or training on new apps.
Does it integrate with my FSM?
Yes. Native connectors are available for ServiceMax, Salesforce Field Service, Praxedo, IFS and SAP FSM. For custom FSMs, we use your APIs.
How does it handle SLA priorities?
Helia knows your customer contracts and prioritizes jobs based on SLA deadlines, reassigning automatically when needed.
Does it work in areas with limited coverage?
Voice interaction works even on 3G mobile connections. If coverage is poor, field updates can be made once the job is done.
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