About
We built an AI-powered platform for a facility services company to automate and centralize maintenance operations. It includes an agent that handles inbound requests (phone, SMS, email), interprets messages, and triggers workflows. The backend manages work orders, technician assignment, tracking, invoicing, and payments - cutting admin tasks and improving response times.
Challenge, approach, and impact
Fragmented Communication Channels
Facility teams were managing work orders through disconnected tools such as phone, email, and SMS, making it difficult to track requests, follow up with technicians, and ensure timely resolution. This fragmentation led to service delays and reduced visibility into task progress.
Manual Work Order Processing
The client’s operations relied heavily on manual workflows for creating, assigning, and updating work orders. This approach was error-prone and time-consuming, especially as their service volume increased with business growth.
Lack of Centralized Coordination
Without a unified backend system, the coordination between customer support, field technicians, and back-office teams was inefficient. This gap created delays in billing, technician scheduling, and customer communications.
How we built
Testimonials
Xavier Iribarnegaray, Fullstack Developer @ Pento.ai
Pento.ai
“Working on this facility maintenance automation platform has been one of the most impactful projects of my career. Designing a multi-channel AI agent capable of managing real-time communication across multiple channels required a deep understanding of orchestration and error handling. What made this project stand out was building the operational platform around the agent, including work orders, technician dispatch, payments, and invoicing. Seeing how our work replaced fragmented manual processes with a unified, intelligent system was incredibly rewarding. Working closely with their in-house team enabled us to seamlessly align business goals with technology, resulting in a project that excels in both areas. This project output continues to exceed not only mine but also our customer’s expectations.“
Team structure
Client team
David T
CEO
Project stakeholder
Josh A
CTO
Daily point of contact
The client stakeholders were working closely with the team at Pento.ai
Agency team
1 x Fullstack Developer
Production
1 x Tech Lead
Governance
