Service requests by email, drafted as work orders for your CSRs.

Today a CSR reads the email, finds the account and the right service location, decides what kind of order it is, picks the service code and the date, and enters the work order. Dispatch then fits it into a route.

In the proof of concept, AI reads copies of those same emails and drafts each work order on a sheet, with a note on anything it couldn't settle. It enters nothing and moves no truck. Your reviewer checks each draft against what the CSR entered.

The email rarely gives an account number. It comes from a property manager who covers six buildings, a store manager writing from a personal address, or a contractor who wants another can at a job site you've never served. In hauling software one account can hold several service locations, and each location has its own configured service: the container, the material, the frequency, the price and the route it rides on. The draft has to find the right location first.

Customers describe what they want, not the order type. “Come back and empty it” is a dump and return, where the same container goes back. “Move it to the back lot” is a relocate, even at the same address. “The 20 isn't big enough” is an exchange with a size change. “One more pickup Friday” is a one-time order off the regular schedule. Commercial containers run about 2 to 8 yards and residential carts about 35, 65 or 96 gallons, so “the big one” means something different on each account. In some systems an order can be canceled only while it is still pending, which changes what a “never mind” email can do.

Some requests carry rules from a contract or a franchise. One Los Angeles County commercial franchise gives each customer one free container size exchange a year and businesses up to six free on-call bulky item pickups, and lets a customer end service on 14 days' notice. In California, a business that emails to drop its organics service can't simply be stopped: SB 1383 requires organics collection unless the city or county grants a waiver, such as a de minimis or a physical space waiver. The draft notes which rule applies, so the CSR doesn't have to remember it.

Holds and suspensions come with limits too. Seasonal businesses and snowbirds ask to pause, and the answer depends on the contract or the municipal program. St. Paul, for one, requires a residential hold to last at least four weeks, to be requested two weeks ahead, and allows two holds a calendar year. A cancellation may need a contract check or a retention call first, so the draft marks it for a person.

Your reviewer will watch for what a CSR catches by habit: an email that is really a missed-pickup complaint, a size change that should carry a new rate, a request that arrived after the route's cutoff, and two emails about the same container. The draft never prices anything. Where a request needs a charge or a quote, it says so and leaves the number to your team.

After a yes, the same job runs for about 30 days on new emails, with drafts placed in your billing and routing system.

A CSR checks and releases every draft before dispatch sees it. Routes and prices stay exactly where they are.

The side-by-side carries on, and any next job is a separate decision with its own price.