Emergency Call Triage Prompt
Prompt
An after-hours customer called with this issue: [DESCRIBE PROBLEM]. Determine: Is this a true emergency (safety/system down) or can it wait for morning appointment? Criteria: Gas odor, no heat in winter, burst pipe, electrical hazard = emergency. Output: Emergency or standard? If emergency: How urgent (call back in 15 min vs. 2 hours)? Recommended technician type.
Why it works
Clear criteria (gas odor, no heat, burst pipe, electrical hazard) help AI distinguish true emergencies from customer perception of urgency. Technician type recommendation (on-call HVAC vs. plumber vs. electrician) routes to right expert.
Watch out for
AI triage is preliminary; always escalate borderline cases to your on-call supervisor for final call. Safety issues (gas leak) should go to emergency responders, not your technician.
Used by
Customer Success Managers