AI Chatbot for After-Hours Quote Requests at a 24/7 Facility Services Company

Overview

Built an AI chatbot for a facility services company offering round-the-clock commercial cleaning and maintenance, designed to capture and qualify quote requests that came in overnight when no staff were available to answer. The chatbot gathers the essentials — facility type, size, service needed, and urgency — and routes emergency requests to an on-call manager immediately while queuing routine requests for the next business day. This mattered because the company's 24/7 positioning was undercut by a quote process that only actually ran during business hours. The chatbot's tone and escalation rules were built around the company's existing on-call protocols rather than a generic support script. A 24/7 facility services company's round-the-clock positioning was undercut by a quote process that only actually ran during business hours, leaving overnight and weekend inquiries unanswered until the next business day. We built an AI chatbot gathering facility type, size, service, and urgency, routing emergency requests to an on-call manager immediately while queuing routine requests for the next business day — with tone and escalation rules built around the company's existing on-call protocols. We reviewed the company's existing on-call protocols in detail to make sure escalation rules matched real operational practice rather than a generic urgency scale. The chatbot was tested against a range of simulated overnight scenarios, including genuine emergencies, before going live as the primary after-hours contact point. Overnight and weekend inquiries are now captured and triaged immediately instead of waiting until the next business day, finally aligning the company's sales process with its round-the-clock brand promise.