Intake & Triage
Turn messy chat into structured work orders. Auto-classified on arrival.
Field staff and tenants do not fill out database forms. They send messy photos and colloquial messages. Laksana parses the message, extracts the location and asset, assigns severity, and dispatches the job in seconds.
- Pump room leak · Block B
- Trade: Plumbing · High SLA 2h
- WO-2041 · auto-assigned
- 0 app downloads
The problem
When reporting lives in chat, triage becomes a bottleneck
Pump room leaking at Block B, level 2
Unstructured messages in chat. Staff send informal messages with no category, severity, or asset code, forcing supervisors to decode and retype every request.
Swimming pool pump broken again (x5)
Duplicate flood. Multiple tenants report the same issue within minutes, clogging technician inboxes with duplicate tickets and wasted site visits.
Who was supposed to fix the pump?
Routing delay. Urgent requests sit unassigned while supervisors figure out which contractor or technician is on duty, blowing past client SLAs.
The Pipeline
How a raw chat becomes an active, tracked ticket
No manual re-keying required. The entire pipeline executes in seconds.
1
Ingest raw message or photo
Send in chat. Field staff or tenants send photos or text in WhatsApp or Telegram with zero app downloads.
2
Extract intent, asset & urgency
Categorised on arrival. The AI identifies the trade, location, and severity, matching them against your registered asset hierarchy.
3
Dispatch with SLA timer started
Auto-assigned in seconds. A structured work order opens, notifies the assigned technician on WhatsApp, and starts the SLA response timer.
Technical Capabilities
Multilingual and colloquial parsing
Real field language. Understands Bahasa Malaysia, English, Manglish, and informal shorthand without misclassifying emergency requests.
Automatic duplicate consolidation
One incident, one job. Multiple reports about the same fault group under one parent ticket instead of flooding technicians with duplicates.
Deterministic assignment rules
Your operational rules. Pair AI extraction with exact routing rules: electrical to Contractor X, plumbing to Technician Y, and emergencies to senior management.
Structured metadata output
Clean operational records. Every ticket is enriched with category, location, asset tag, severity, and countdown SLA response timers.
Works With
Connected platform capabilities
Work Orders
Tracked dispatch. Direct escalation from classified issue into scheduled contractor job.
Duplicate Consolidation
Grouped reports. Intelligent grouping of multiple reports for the same incident.
WhatsApp Helpdesk
Chat acknowledgments. Automated status acknowledgments sent directly back to the reporter.
Issue Map
Visual location. Live visual pins on building floor plans matching classified locations.