About the Hospital
The customer is a leading hospital in Hong Kong managing a complex, 24/7 healthcare environment. Across the hospital, clinical and operational teams regularly contact facility management for maintenance, housekeeping, security, and other service requests.
For hospitals, facility management never truly goes offline. Maintenance issues, housekeeping requests, security incidents, and urgent facility problems can occur at any hour. Yet the administrative teams responsible for receiving and processing those requests often operate within fixed working hours.
These requests range from routine operational tasks to urgent facility issues requiring immediate attention. The hospital itself never stops operating. Its facility administration line, however, was staffed for only one shift. As call volumes increased, the hospital faced an important question: How do you provide reliable 24/7 hospital facility management when the administrative team responsible for processing requests isn't available 24/7?
The hospital needed a way to provide 24/7 facility request management without adding another full administrative shift. With Routiq AI, incoming calls could instead be answered, classified, logged, converted into work orders, and dispatched automatically — creating an AI-powered facility management workflow that operates around the clock.
So, how can healthcare organisations achieve continuous 24/7 facility request management when manual administrative processes are limited by staffing hours?
The hospital's problem wasn't simply high call volume. It was what needed to happen after every call. Each facility request had to be answered, understood, classified by urgency, documented, converted into a work order, and assigned to the appropriate maintenance, housekeeping, or security team.
When administrators were available, this process could be handled manually. After hours, the same facility issues continued, but the administrative layer connecting the caller to the operational team became a bottleneck.
And at the hospital's scale, that bottleneck added up quickly. The facility team was dealing with hundreds of incoming calls every day. Processing those requests manually consumed an enormous amount of time, roughly equivalent to an entire staffed shift. High numbers of work orders also needed to move from conversations into the hospital's facility management workflow.
The bigger issue wasn't just administrative efficiency. It was operational continuity. A maintenance problem reported at 2 AM could still require action at 2 AM. Waiting for the next administrative shift was not a sustainable model for a hospital operating around the clock. At scale, manual call handling wasn't simply taking up staff time. It had become a bottleneck between identifying a facility problem and resolving it.
The Breakthrough: Turning Facility Calls Directly Into Work Orders
The hospital didn't simply need another call answering solution. It needed to remove the administrative dependency between receiving a facility request and taking action on it.
Routiq AI was deployed as a 24/7 AI call centre for hospital facility management, covering maintenance, housekeeping, and security lines. Instead of relying on an administrator to manually process every incoming request, Routiq AI could handle the repetitive workflow automatically.
When a hospital employee calls to report a facility issue, the AI voice agent captures the request conversationally, identifies the relevant information, and determines the nature and urgency of the problem. The request is then structured into operational data. From there, Routiq AI can automatically create a work order, apply an urgency tag, identify the required skill set, and route the task through the hospital's existing CMMS.
The goal wasn't to automate conversations for the sake of reducing phone calls. It was to make sure every conversation triggered the right operational action.
The Transformation: From One Admin Shift to 24/7 Facility Request Management
The impact became clearer as Routiq AI moved from deployment into the hospital's everyday facility management operations.
Day 0: Routiq AI Goes Live Across Facility Operations
Routiq AI was deployed as the 24/7 frontline across the hospital's maintenance, housekeeping, and security lines. Incoming facility requests could now be captured regardless of whether the administrative desk was staffed. Instead of waiting for someone to manually receive and process a request, the workflow could begin as soon as the call came in.
Day 30: Automated Triage Reduces After-Hours Backlogs
Within the first month, AI-powered triage and CMMS routing had become integrated into the hospital's facility management workflow. Requests were automatically classified according to urgency and routed to the appropriate operational team.
The impact was particularly important after hours. Rather than allowing overnight facility requests to accumulate until the next administrative shift, Routiq AI could capture and process them as they occurred.
By Day 30, after-hours backlogs had been reduced to near zero.
Day 90: 24/7 AI-Powered Facility Management Reaches Steady State
By Day 90, Routiq AI had become part of the hospital's steady-state facility operations. Bilingual intake was being measured across hospital wards, allowing clinical and operational teams to report facility requests more consistently. Every incoming call could be logged with structured information and an urgency classification before being routed into the hospital's CMMS workflow. The hospital had effectively moved from a facility request process dependent on administrative working hours to one capable of operating 24 hours a day, seven days a week.
Results at a Glance
The shift from manual facility call handling to AI-powered request automation created measurable operational improvements:
- 150+ Calls Answered Daily — facility requests can be captured 24/7, helping the hospital maintain continuous operational coverage.
- 450 Minutes of Administrative Time Saved Daily — repetitive call intake, classification, work order creation, and routing no longer require the same level of manual intervention.
- 90 Work Orders Automatically Created — incoming conversations can be converted directly into structured, actionable work orders.
- Zero Lost Tickets at Night — after-hours facility requests are captured and entered into the operational workflow instead of waiting for the next staffed shift.
- Every Request Logged and Prioritised — calls are recorded with urgency tags, improving visibility and helping teams prioritise facility issues.
- Automatic Assignment by Skill Set — work orders can be routed to the appropriate maintenance, housekeeping, or security personnel based on the request.
- Bilingual Facility Request Intake — clinical and operational staff can report facility issues through a more accessible bilingual intake process.
- Native CMMS Dispatch — requests can move directly from the conversation into the hospital's existing facility management system without manual re-entry.
Changing the Model for 24/7 Hospital Facility Management
For this hospital, the goal wasn't simply to answer more phone calls. It was to make facility operations more reliable. Every facility request should be captured and actioned, regardless of when it happens. That is the difference between automating phone calls and automating hospital facility operations.
Want to See How Routiq AI Works for Healthcare Facility Management?
Routiq AI helps hospitals and healthcare facility management teams automate incoming calls, maintenance requests, work order creation, triage, and dispatch through a 24/7 AI voice agent. By connecting conversations directly with existing operational systems such as CMMS platforms, Routiq AI helps facility teams reduce manual administration, improve after-hours coverage, and turn every incoming request into an actionable workflow.
In their words
We stopped losing tickets at 2am. Every call is logged, prioritised, and assigned before our team even sees it.
