Meet Phoebe: The Newest Member Of our Helpdesk Team. AI-powered call handling that helps capture information, create jobs and support your team when it matters most

FM helpdesks are under constant pressure to deliver fast, accurate responses when issues are reported. Whether it's a critical asset failure, a maintenance request or an out-of-hours emergency, capturing the right information quickly is essential.

That's why we're excited to introduce Phoebe, the latest addition to the Arez platform and the newest member of your helpdesk team.

Phoebe is an AI-powered helpdesk agent designed to support FM operations by answering calls, capturing information and creating jobs directly within Arez. Importantly, Phoebe is not designed to replace helpdesk teams. Instead, Phoebe is  additional tool that can help organisations improve service levels, particularly during busy periods or out-of-hours when resources may be limited.

To demonstrate Phoebe in action, we reported an urgent freezer failure at a site where more than £15,000 worth of stock was at risk.

Rather than simply recording a message, Phoebe held a natural conversation with the caller, accurately identifying the affected asset, confirming the value of the stock at risk and capturing the information required to raise the job. Phoebe then repeated the details back to the caller to ensure everything had been recorded correctly before creating the job within Arez.

The result was a complete and accurate job record without the need for a helpdesk operator to manually input the information.

Importantly, organisations remain in control of the process. Phoebe can be configured to suit operational requirements, including workflows where jobs require review, validation or approval by a member of the helpdesk team before they are allocated. This ensures organisations can benefit from AI-assisted call handling while maintaining the level of human oversight that their processes require.

Once the call was complete, the job immediately appeared within Arez, ready for review and allocation by the helpdesk team.

The job immediately appears in Arez, in this instance awaiting allocation. The job details, caller information and priority are all accurately recorded. 

For FM teams, the benefit is not just automation. It's consistency. Every caller is asked the right questions, critical information is captured accurately and jobs can be raised at any time of day or night.

Phoebe helps ensure that important issues don't wait until the next shift starts.

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