Lake Stevens Pete (owner of an HVAC company and other businesses)
An owner of several small businesses, including an HVAC company, counted 27 active AI agents and 36 routines (26 on a schedule) in use across his companies. They pull statements, file invoices, update sales and cost sheets, flag overdue maintenance and track renewal dates. His rules: only three emails ever send on their own, everything else is a draft he approves, and nothing posts publicly or pays a bill without his yes. He keeps an inventory of all agents, which caught a failed reminder and two routines doing the same job.
Owner Lawrence (Brook) Riley in Northern Nevada put AI voice agents and automated dispatch on his phones in 2025. On the Sunday before Christmas, with nobody working, the AI agent answered a no-heat call, scheduled it for the next morning and dispatched a tech, who closed a $1,060 ticket. Riley says his call-booking rate went from well under 50% to consistently over 80%, and ServiceTitan reports 19% revenue growth and a 170% increase in average deal size.
High Ground (about 150 employees across NJ, NH and ME) started with AI only on overflow and after-hours calls in place of voicemail. It then moved AI to the front line one day a week, then two, then all five, with warm transfers to CSRs for escalations. The company reports AI now handles 75% of inbound calls, the abandon rate fell from 10% to 2%, AI books 81% of bookable calls, $250K-$300K a year in CSR costs were avoided without layoffs, and outbound SMS campaigns bring in $100K-$250K a month.
Hatch, ServiceTitanVendor case studyHatch · Dec 2025
During a heat wave, a Gulfshore Air (Niceville, FL) customer with a freezing unit called and reached "Finn," the company's AI virtual agent. Finn booked same-day service based on real-time capacity, the job was tagged as a Google LSA lead with a membership opportunity, AI dispatch picked a tech by skills and predicted job value, and the tech sold a $1,185 job. Gulfshore reports $370,000 in added revenue over 30 days from automated marketing campaigns and a $150 higher average ticket. CNN separately reported that its techs use AI to pull up technical info instead of digging through 60-page manuals.
Rescue Air & Plumbing in Dallas-Fort Worth estimated that each missed call cost it about $250. It put an AI CSR on all inbound calls (pulling caller info, checking tech schedules and booking into the CRM) and uses an AI coaching tool that scores every call so CSRs get feedback on each one instead of a sample. The case study credits the coaching program with two agents being promoted.
Florida's Del-Air (eight locations, 220+ technicians) put AI on dispatch first. Within three months it centralized dispatch at one office and went from 22 dispatchers to 10, with about 90% of call assignments now made automatically. It then made AI the first touch on all inbound calls: in May the AI handled 16,000 calls and resolved 74% of them without a person.
Los Angeles HVAC company Brody Pennell (200+ employees) replaced four separate front-office vendors in 2025 with one AI platform covering voice, web chat and scheduling, speed-to-lead on social leads, outbound text/direct-mail campaigns, estimate follow-ups and membership renewals. According to Avoca, the booking rate rose from 65-70% to 90%, Facebook/Meta lead conversion went from about 15% to 25%, and the call-center manager got back roughly three hours a day of manual call review.
Brothers had call abandon rates near 30%, and callbacks could take 10+ hours. The team set up ServiceTitan's AI Virtual Agent around its real capacity, zones, technician skill sets and job types so it only books what the business can deliver. ServiceTitan reports 600+ jobs booked by the agent, $1.33M in attributed revenue and a 67% drop in the abandon rate (to about 5%). "Since November, we've recovered over a million dollars worth of revenue," says lead systems administrator Tyler Frydenlund.
The Aire Serv HVAC franchise in Sevierville, TN swapped its third-party live answering service for Avoca's AI on after-hours calls. The AI follows the brand's call standards, books jobs directly and offers maintenance/subscription plans when relevant. Avoca reports after-hours bookings went from 58 to 208 over the comparison period (a 90% after-hours booking rate) and that 41% of eligible callers signed up for a plan.
My Plumber Plus, a large residential plumbing and HVAC company (about $129M revenue and 356 employees per the case study), used to push overflow calls to a third-party service with long holds. It now routes overflow to Avoca's AI Responder, which picks up within seconds and books jobs. Avoca reports zero hold time for overflow callers, 1,000+ calls handled since launch, and a 17% higher booking rate than the old overflow process.
Pennsylvania HVAC and plumbing company HL Bowman had marketing generating more demand than the office could catch. It deployed four AI pieces together: 24/7 inbound call answering, instant replies to new web inquiries, outbound follow-up on missed calls and unconverted estimates, and automated scheduling. Avoca reports a 100% call answer rate, cost per conversion falling from $350 to $215, and 70% year-over-year revenue growth (which the vendor attributes to better capture and conversion across the funnel).