What customer details should an AI intake workflow collect and hand to a person?
Collect enough to understand the requested work, reach the customer and choose the next human action. Strata Modus would design intake to distinguish a service-fit inquiry, a request needing specialist review and possible overflow, while keeping booking decisions and the sharing of customer details within agreed boundaries.
Ask for details the next person can use
A contact method, service type, job location and timing usually establish the first routing decision. A short description or project photos may help an estimator decide what is needed before a visit. Questions should reflect the business: a repair call and a planned renovation do not require identical intake.
We would define which answers are required and carry the original request into the handoff. The person responding needs to see what the customer actually said, including uncertainty, instead of an AI summary that makes an unconfirmed assumption look settled.
Get approval before an overflow introduction
If your team cannot take the work, a proposed partner route should explain that the provider is independent and ask whether the customer wants an introduction. Share only the information needed for that request after approval. Confirm who will contact the customer, quote the job and be responsible for delivery.
Our proposed process includes follow-up after the introduction. An inquiry should remain unresolved if the partner never makes contact. Access, retention and correction of customer records must also be defined for the systems used; an intake assistant should not request sensitive information that the team has no reason to hold.
Give the assistant a stopping point
Unsupported services, pricing exceptions, urgent or sensitive situations and unclear availability should reach a person. If a system fails, the customer needs an honest next step rather than a booking confirmation the business cannot honor.