Meet Phoebe: AI Helpdesk Call Handling for FM Teams

AI-powered call handling that helps capture information, create work orders, and support your team when it matters most

FM help desks 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 after-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 help desk team.

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

To demonstrate Phoebe in action, we reported an urgent freezer failure at a site where more than $20,000 worth of inventory was at risk.

Rather than simply recording a voicemail, Phoebe held a natural conversation with the caller, accurately identifying the affected asset, confirming the value of the inventory at risk, and capturing the information required to create the work order. Phoebe then repeated the details back to the caller to make sure everything was recorded correctly before creating the work order within Arez.

The result was a complete and accurate work order without the need for a help desk operator to enter the information manually.

Organizations also remain in control of the process. Phoebe can be configured to fit your operational requirements, including workflows where work orders need review, validation, or approval by a member of the help desk team before they are assigned. This lets organizations benefit from AI-assisted call handling while maintaining the level of human oversight their processes require.

Once the call ended, the work order appeared in Arez right away, ready for review and assignment by the help desk team.

The work order appears in Arez immediately, in this case awaiting assignment. The work order 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 work orders can be created 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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