SmartHomeConcierge.ai – In Progress Workflow

Purpose

The In Progress stage is where SmartHomeConcierge.ai begins actively working on the customer's request.

By the time a ticket reaches In Progress:

• The request has already been reviewed.
• The ticket has been categorized.
• The service provider has been identified.
• Enough information exists to begin work.

This stage combines customer information, property information, connected applications, AI analysis, Configuration Library knowledge, and concierge expertise to produce a solution for the customer.

When a Ticket Moves to In Progress

Move a ticket to In Progress when:

• The request is clearly understood.
• Required information has been collected.
• The ticket category has been assigned.
• The service provider has been identified.
• The request is ready for action.

In Progress Workflow

Step 1 – Ticket Information Sent to GHL

When the ticket enters In Progress, ticket information is attached to the customer's GHL contact record.

Information may include:

• Customer name
• Email address
• Phone number
• Ticket subject
• Ticket description
• Ticket category
• Request type
• Service provider
• Property address (if applicable)

This creates a single customer record for analysis.

Step 2 – Customer Information Review

Available customer information is reviewed.

Examples:

• Previous requests
• Existing smart home devices
• Service providers
• Property information
• Existing automations
• Existing subscriptions

The goal is to understand the customer's current smart home environment.

Step 3 – Connected Applications Review

When applicable, connected applications may provide additional information.

Examples:

• Zillow
• Google Places
• Weather
• Address Validation
• Calendar
• Future integrations

Not every ticket requires application data.

Application data is only used when it helps improve recommendations or configuration decisions.

Step 4 – Request Sent for AI Analysis

The following information is combined:

• Customer request
• Customer profile
• Ticket information
• Property information
• Service provider
• Application data
• Existing smart home ecosystem

The SmartHomeConcierge.ai Bot analyzes the request.

Step 5 – Configuration Library Review

The Bot searches the SmartHomeConcierge.ai Configuration Library for relevant information.

Examples:

• Setup procedures
• Configuration instructions
• Troubleshooting steps
• Subscription requirements
• Compatibility requirements
• Integration instructions

The goal is to identify the most accurate solution available.

Step 6 – AI Recommendations Generated

The Bot generates recommendations based on:

• Customer goals
• Existing devices
• Service providers
• Property information
• Configuration Library knowledge

Recommendations may include:

• Product recommendations
• Configuration steps
• Troubleshooting actions
• Automation opportunities
• Integration opportunities
• Subscription requirements
• Optimization recommendations

Step 7 – Concierge Review and Action

A concierge specialist reviews the recommendations and performs the required work.

Examples:

Knowledge Requests

Provide instructions, guidance, or answers.

Recommendation Requests

Provide product and service recommendations.

Configuration Requests

Configure supported applications, settings, automations, notifications, schedules, and integrations.

Troubleshooting Requests

Investigate issues and apply corrective actions.

Step 8 – Installation Determination

Some recommendations may require physical installation.

Examples:

• Smart thermostats
• Cameras
• Doorbells
• Smart locks
• Smart pet doors
• Sensors

SmartHomeConcierge.ai does not perform physical installations.

Customers may:

• Install devices themselves
• Hire a contractor

A contractor may install the device and connect it to Wi-Fi.

After installation, SmartHomeConcierge.ai provides:

• App setup
• Configuration
• Notifications
• Automations
• Integrations
• Ongoing support

Step 9 – Document Actions

All work performed must be documented within the ticket.

Required Internal Note:

Date:

Reviewed:

Actions Taken:

Configuration Library Articles Used:

Recommendations Provided:

Products Required:

Additional Information Needed:

Next Step:

Step 10 – Determine Next Status

After work is completed, move the ticket to:

Waiting on Customer

Additional information required.

Waiting on Vendor

Manufacturer or provider assistance required.

Completed

Request successfully resolved.

Project/SOW Created

Request requires a larger project or implementation plan.

Goal

The goal of the In Progress stage is to transform a customer request into a completed solution by combining Freshdesk ticket data, GHL customer information, connected application data, SmartHomeConcierge.ai AI analysis, Configuration Library knowledge, and concierge expertise.