CSTG 231: How AI is Transforming HVAC Call Centers with Tyson Chen & Matt Pozda

Long hold times, missed calls, and frustrated customers are growth killers in the trades. In this episode, Chad sits down with Tyson Chen of Avoca and Matt Pozda of Call Dad to talk about how AI is transforming the way service companies handle call volume, book jobs, and keep CSRs motivated.

They break down how trades leaders can strategically use AI to reduce turnover, increase booking rates, and keep technicians focused on high-value opportunities. More importantly, they show why AI isn’t about replacing people—it’s about optimizing them.

From overcoming skepticism about customer experience, to training AI agents like team members, to leveraging data for smarter scheduling, this episode will challenge how you think about growth in HVAC, plumbing, and beyond.

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Additional Resources:

Connect with Tyson on LinkedIn

Discover more about Avoca

Connect with Matt on LinkedIn Learn more about Call Dad

Connect with Chad: LinkedIn: https://www.linkedin.com/in/chad-m-peterman/ Facebook: https://www.facebook.com/chadmpeterman Learn more about: Chad Peterman - https://chadmpeterman.com/ Peterman Brothers - https://www.petermancareers.com/ The People Forward Network - https://peopleforwardnetwork.com/

Key Takeaways:

• AI Enhances, Not Replaces: The best contractors use AI to optimize CSRs and technicians, not cut headcount.
• Boosting CSR Productivity: Filtering junk calls through AI keeps CSRs fresh for high-value opportunities and reduces turnover.
• Customer Experience Wins: Faster booking and shorter hold times create happier customers and drive referrals.
• Strategic Scheduling: Using equipment age and call scoring helps leaders prioritize opportunities that drive installs.
• Operational Insights: Call center data reveals when and where to add technicians, aligning workforce with demand.