Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast

#194 This AI Transformed Customer Service—Here's How Avoca Did It

12 snips

May 8, 2025

Artificial intelligence is revolutionizing customer service in home services like plumbing and HVAC. The discussion reveals how AI handles calls 24/7, improves lead conversion, and reduces costs for businesses ranging from $2M to $100M. Real-life success stories illustrate its impact, emphasizing the balance between AI efficiency and human oversight. Strategies for gradual AI adoption, such as refining workflows and using in-field coaching tools, show how companies can scale effectively. It's an exciting glimpse into the future of operational excellence!

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INSIGHT

AI Augments Call Centers

Avoca uses voice AI to augment human call center work, not to replace it.
It answers calls 24/7, picking up overflow on second or third ring, improving lead capture significantly.

ANECDOTE

Peers Embrace Avoca AI

John Wilson shares that every peer group he's in has multiple companies using Avoca.
These companies range from $20M to $40M in revenue, showing Avoca's industry penetration.

ADVICE

Start Small, Scale AI Gradually

Successful AI adoption requires starting small with after-hours and overflow calls.
Then fine-tune your process and expand gradually for real growth and cost savings.

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Curious how AI is transforming the way home service businesses handle customer calls and convert leads? In this episode of Owned and Operated, John sits down with Rafi, from Avoca—an innovative voice AI platform purpose-built for the trades. Together, they dive deep into how AI is reshaping call center operations, reducing reliance on human CSRs, and boosting conversion rates across the board.

From 24/7 call answering to real-time customer interaction, Avoca is helping businesses from $2M to $100M scale more efficiently while cutting costs and minimizing lost leads. Rafi shares the strategy behind successful AI implementation, stressing the importance of starting small, refining workflows, and scaling with confidence.

Plus, we explore other high-impact AI tools for home service businesses, like in-field technician coaching and automated dispatching—offering a glimpse into the future of operational excellence in the trades.

🚨 In This Episode, We Cover:
🔹 How voice AI is revolutionizing call center operations
🔹 Reducing lead loss and driving better conversion rates
🔹 Real-world success stories from $20M–$100M businesses using Avoca
🔹 Tactics for starting small and scaling AI across your org
🔹 Other AI innovations in coaching, dispatch, and more
🔹 Why now is the time to adopt AI in the home service industry

🎙️ Episode Host:
🗣️ John Wilson
🎙️ Guest:
🗣️ Rafi from Avoca AI

🚨 This episode is sponsored by

💡 Shoutout to Avoca AI!
Avoca is helping home service companies level up with 24/7 AI call handling, performance insights, and targeted coaching.
🔗 Book a demo

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John Wilson, CEO of Wilson Companies
Jack Carr, CEO of Rapid HVAC

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