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Over 60% of facility managers say their time is consumed by work order management, leaving far less time for the strategic work. For technicians, the story is similar. Organizations share that time performing hands-on work falls between 18-30%. When someone reports a new issue, traditional workflows dictate manual data entry, and it can take a while before the service request becomes actionable by a technician. Any time a technician spends waiting on parts or determining problem resolution contributes towards equipment downtime.
Operational efficiency hinges on speed, accuracy, and frictionless execution of routine tasks. Willow Copilot helps streamline this process. As a conversational companion, it enables technicians and facilities teams to get work done seamlessly. In addition to prompts that allow querying for relevant data, Copilot Actions enables acting on that data.
Willow Copilot Actions are AI-powered commands that let organizations create, update, and close work orders using natural language. Instead of requiring teams to navigate multiple screens, Willow Copilot interprets intent, validates assets and locations, and seamlessly supports the work order lifecycle. Willow syncs tickets bi-directionally with a variety of CMMS offerings. Willow brings together IT and OT with a single representation of assets in the Knowledge Graph across both BMS and CMMS. Relationships to spaces in the building capture the actual physical location of each asset. Work orders get associated with an asset or space in the digital twin.
As a result, identifying the correct asset quickly is simplified, even when there are names differ across BMS and CMMS. Beyond location, it is also easy to apply context like model, warranty status, and maintenance history. Willow Copilot can suggest priority for the work order being created conversationally. Unstructured language is converted to a data model in Willow which can then get written back into the CMMS. The shift from click-heavy workflows to conversation-driven operations allow technicians and facility teams to stay in the flow of their work.
Let’s walk through each of the use cases: creating, updating and closing tickets.
Consider a situation where a building occupant notices that a room is too cold. With Willow, they can conversationally report the issue for facilities teams to action.
Facilities can find the ‘ticket’ in Willow. The Knowledge Graph in Willow makes it easy to understand where the specific room is located. Willow also makes it easy to traverse the graph to identify the occupancy zone that the room is in, and the AHU that serves it.
If a bi-directional CMMS integration is place, then the same ticket seamlessly shows up in the CMMS system as well.
The traditional workflow to create a new work order would have been to log into the CMMS, search for the room and the asset that serves it and then the asset’s location, fill out multiple fields, add priority, location, and description, and finally submit and hope nothing was missed, so the technician finds it actionable.
With Willow, seamless ticket creation means faster reporting, and reduced delay to process the request and fix the problem.
With Willow Copilot, when a technician is on-site and needs to document progress as they go, they can do so without breaking focus. In a traditional workflow, they would open the ticket in the CMMS client, navigate to specific fields to update status or add comments.
Copilot Actions enables the technician to conversationally change status as they progress through the repair. As shown below, the status moves from Open to In Progress, and gets propagated to the corresponding work order in the CMMS. Now it’s easy for others in the facilities team to find and track it.
When a technician completes the repair and wants to close it out, Copilot Actions makes it simple to conversationally add notes on the Cause and Solution and change the ticket Status to Closed. As part of using Willow Copilot for diagnosing and troubleshooting, technicians can generate a detailed summary with a prompt.
In a traditional workflow, technicians would need to first navigate to the work order in the CMMS, update status, and write out resolution notes. This encourages technicians to not skip entering detailed resolution notes, which can be helpful for similar issues in the future. Willow simplifies and automates administrative tasks, so technicians can stay focused on actual problem solving. As a result, facility teams can expect work orders with consistent closure data and faster cycle times as tickets are not left to be updated and closed at a later time.
In this era of AI, the future of work orders is conversational. Common tasks in facilities management like creating a ticket, updating, and closing with resolution notes shouldn’t be a time sink. Copilot Actions removes the friction from these moments, turning them into quick, natural interactions that keep work moving. Willow helps transform workflows and deliver measurable gains in operational efficiency.