Send overflow calls to an AI agent instead of a hold queue
My Plumber Plus
What they did with AI
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.
Results above are as reported by the vendor or company in the source and haven't been independently audited by this site. Listing a tool is not an endorsement, and nobody paid for this entry.
Related use cases
Let an AI voice agent book and dispatch a Sunday-night furnace call
Riley Plumbing Heating & Air
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.
Move AI from overflow to front-line call answering, step by step
High Ground Service Pros
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.
Answer every call 24/7 and score every CSR call with AI
Rescue Air & Plumbing
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.