Dispatch by margin, not by proximity. Handle exceptions without a phone call. Capture true cost the moment a job closes — so the field re-prices the book by end of day.
They hold the territory in their head — who's fast at what, which sites are painful, which customer will call the owner. That knowledge doesn't scale, doesn't transfer, and doesn't know the margin.
A job overruns, a tech calls in, a part isn't on the van. Each of those is a re-underwriting problem, not a scheduling problem — and the swarm solves it against margin before a dispatcher notices.
The moment a tech marks complete, actual parts and hours land on the address record. Variance is attributed, the cost model re-fits, and tomorrow's quote for that SKU is priced on today's truth.
Jobs move because the swarm re-scores them — margin, SLA, crew fit, van stock. A human steps in to override, not to operate.
| Dimension | Legacy FSM | Agentic FSM |
|---|---|---|
| Objective | Minimise drive time | Maximise contribution margin |
| Who solves the board | A dispatcher, daily | The swarm, continuously |
| Exceptions | Phone calls | Re-underwritten automatically |
| Cost capture | Weeks later, in the ERP | At close, on the address |
| Feeds pricing | No | Same-day cost-model re-fit |
| Granularity | Work order | Address & asset |
We'll replay a real week against the dispatch board — show you the routes we'd have run, the exceptions we'd have absorbed, and what the margin difference would have been.