Abstract: An automated event management system for smart appliances residing at locations of owners and communicatively connected to respective smart-appliance event-reporting platforms includes a service response platform and an enterprise resource platform. The service response platform receives appliance event messages from respective ones of the smart appliances and normalizes them into outbound service call requests having a standardized format and determines an appropriate responsive action to the outbound service call request by accessing data including past information and performing a triage to determine root failures. Based upon the determination a trade and replacement parts are selected. After repair information is gathered to diagnose that repair and improve the data for future use.