Bernard

Appliance repair companies rely on phones to catch new repairs, warranty dispatches, status requests, redos, and escalations, but calls during business hours, overflow, after-hours, and voicemail can slip through uncaptured. Even when a call is answered, dispatchers must manually figure out the right job type, apply pricing, coverage, fee, warranty, and service-area rules, then build a schedule that matches technician skill, territory, and appointment windows. Without a system that checks parts, payments, and coverage before a visit, technicians can arrive without what they need, causing repeat truck rolls and redo visits. These gaps cost repair businesses missed jobs, wasted technician time, and unresolved customer requests that fall through administrative cracks.

Bernard is a system that answers every business-hours, overflow, after-hours, and voicemail call, recognizing whether it is a new repair, warranty dispatch, status request, redo, or escalation, and applies the company's own pricing, coverage, fee, warranty, and service-area rules to each conversation. It reads live technician availability, appointment windows, and booking rules directly from the company's existing field service management system, then matches each job to the right technician by territory, skill, and appliance experience, and writes any scheduling changes back to that system. Before a visit happens, Bernard confirms the customer through call, text, email, or portal, surfaces readiness gaps such as missing parts, incomplete payments, or coverage conflicts while they are still fixable, and retries outreach or routes uncertain cases to a human for review. Listed capabilities include guided playbooks, follow-ups, priority queueing, lead capture, request triage, appointment reminders, call routing, smart scheduling, parts lookup, and symptom capture, with a specific 'Pre-ID' feature referenced in the FAQ for identifying parts needed ahead of a repair visit.