The Step That Shouldn’t Be Automated

Merrow Field Services repairs commercial refrigeration and HVAC for grocery and restaurant chains. Every service call comes into one of six regional dispatch centers, where it gets a priority code and a trade code before a technician is assigned. 

• P1 — Emergency. Contractual response within 4 hours. Applies when product loss, food safety, or a store closure is at stake. 
• P2 — Same day. 
• P3 — Scheduled within 5 business days. 

Ten weeks ago Merrow put an AI triage assistant in front of that step. It reads the caller’s description, assigns the priority and trade codes, and routes the work order. It auto-assigns when its confidence is above a threshold and sends the rest to a human dispatcher. 

Here is where things stand. 

Measure	Before	Now
Inbound service calls per week	4,300	4,300
Share auto-assigned with no human review	0%	81%
Median time from call to technician assigned	14 min	6 min
Dispatcher headcount across six centers	31	22
P1 miss rate (a true emergency coded P2 or P3)	0.4%	2.1%
P1 over-call rate (a non-emergency coded P1)	1.1%	0.9%
Trade code errors (wrong specialty dispatched)	3.2%	3.4%
SLA compliance on P1 response	97%	92%

Four calls the assistant handled last week, pulled from the exception review: 

Call A — “The walk-in in the back is running warm, maybe 50 degrees, we’ve got about $18,000 of product in there.” → coded P2, assigned next morning. Store lost the product. 

Call B — “Front door air curtain is making a noise.” → coded P3. Correct. 

Call C — “It’s fine, no rush, but the compressor on unit 4 has been cycling constantly since Tuesday and now the case temps are climbing.” → coded P3 by the assistant. A dispatcher happened to see it and re-coded to P1. Unit failed the next day. 

Call D — “Everything’s down, the whole store, we have nothing.” → coded P1. Correct. 

You are the program manager who owns this workflow. Write a short note to the VP of Dispatch. 

Constraints to consider 

• Headcount is frozen. You cannot add dispatchers back, and the 22 you have are already scheduled across a 24/7 rota with three people on overnight covering all six regions. 
• The triage model is a vendor product. You cannot retrain it or change vendors. You can change the confidence threshold, the routing rules around it, and what the dispatcher sees. 
• Your engineering partner has capacity for one change this month. One, not three. 
• Anything you propose must work at 2am with three people on shift — if it creates review volume, say how much and who absorbs it. 

AI Usage Guidance 

We expect you to use AI tools. We evaluate how you use them — not whether you use them. Evidence of iteration, redirection, and critical evaluation scores higher than a polished output with no process documentation. 

The single highest-signal indicator: your video answer to the mandatory AI question. If you cannot name a specific moment where you redirected AI output, evaluators will assume you did not. 

Mandatory AI question for your video: Walk me through one moment where you disagreed with, pushed back on, or redirected what the AI gave you — and what you did instead. Name the specific moment. Explain what the AI produced that didn’t meet the bar, what you did differently, and why. 

Communication clarity matters for this role. We assess structure, stakeholder awareness, and ability to simplify complex ideas — not presentation style or accent. 

Submission: Upload each deliverable as a separate file directly on the Provn platform.