About Groundwork Intelligence

Automating facilities helpdesk operations with AI

We work with facilities management companies processing 200+ service requests weekly. These operations are skilled, their clients are satisfied, but every single request still requires manual processing.

Reading emails, categorising urgency and type, finding contractors, drafting responses.

That's hours of admin work every week. Our AI tools reduce request processing time from 5 minutes to 30 seconds - but with human oversight on every decision.

We automate the routine analysis and drafting, but humans approve every decision before any emails are sent or job tickets are created.

What we do

Groundwork Intelligence develops AI tools specifically for facilities management helpdesks. Our focus is on automating the manual analysis and drafting work, while keeping humans in control of all final decisions.

We don't replace your helpdesk team or platform. We add AI tools that handle the analysis and drafting, then present everything for human review and approval.

Our AI reads incoming service requests, categorises urgency and issue type, matches to approved contractors, and drafts job tickets and email responses. But nothing gets sent and no job tickets are created until your team reviews and approves. Human oversight on every decision.

Who built this

Groundwork Intelligence was founded by Scott Norrington after working with FM operations and seeing the same pattern: highly skilled teams spending hours daily on manual request processing that could be automated.

We focus exclusively on facilities management — our AI tools understand FM terminology, contractor categories, urgency levels, and the specific workflow needs of helpdesk operations.

One focus: provide AI assistance for helpdesk processing while maintaining human control over all final decisions and communications.

How we approach AI

Effective AI handles the analysis and drafting work, but skilled humans make the final decisions on communications and job ticket creation.

Our AI analyses and drafts. Your team reviews and approves. Nothing gets sent without human approval.

We build AI tools that require human oversight. Our system categorises requests, suggests contractors, and drafts responses, then presents everything through a clean review interface. Your team maintains full control over what gets sent and when job tickets are created in your FM software platforms.

Current development

We're working directly with select FM companies to test our AI tools in their live helpdesk environments. These partnerships help us refine the categorisation accuracy, improve contractor matching, and ensure the human review interface works effectively with real workflows.

Our testing partners range from multi-site property management companies to large FM operations processing hundreds of requests weekly. Each deployment teaches us about different request patterns, contractor networks, and integration requirements with existing FM software platforms.

Ready to see how AI tools could assist your helpdesk?

If you're processing 200+ service requests weekly and want to see how AI tools with human oversight could streamline your operations, book a product overview call.

Book Call