An operations copilot that stayed in the console

The problem

Dispatchers were working from email, spreadsheets, and a console that already held the live picture. New AI tools kept arriving as separate products. Overnight coverage was thin, and the same exceptions were being solved from scratch on every shift.

What we did

We put a copilot inside the existing operations console. It retrieved standing procedures, drafted next actions, and left the decision with the dispatcher. Evaluation sat on real incidents, not a demo script. Nothing shipped that could not be refused or audited.

What changed

Exception handling held through the night without extra headcount. New starters reached a usable standard sooner, and the AI stayed where the work already happened.

Applied AI · Business software