Context: In utilities, the clock starts the moment something fails, and Mean Time to Repair reflects how quickly obstacles are removed once work begins, not how hard the fix itself is.

Challenges: Crews arrive without full context, access or switching prerequisites surface late, and materials, approvals, or specialist support become bottlenecks mid-repair, with each pause forcing work to stop and restart.

Solution: The Repair Flow Guidance Agent, an AI agent built using Microsoft Copilot Studio, monitors repair task duration as work proceeds and intervenes during dependency and handoff resolution, flagging tasks exceeding expected duration before the stall extends further.

Impact: Utilities adopting this approach see blockages surfaced faster and repairs move forward with fewer resets, with MTTR improving because repair work stays unblocked from start to finish.