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

#173 - "We Booked 400 Calls a Week": How Avoca AI is Shaping Home Services

Feb 27, 2025

Tyson Chen, from Avoca AI, is transforming home service call centers with innovative AI solutions. He shares insights on the revolutionary impact of tools like 'Coach' and 'Responder', which enhance customer service and significantly boost booking rates. The discussion also delves into the hurdles of integrating AI into traditional call centers, balancing automation with the human touch. Plus, Tyson highlights the competitive advantages AI adoption offers, empowering businesses to drive more calls and improve overall efficiency.

43:07

Episode guests

Tyson Chen

AI Summary

AI Chapters

Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Avoca's AI tools drastically improved call center booking rates from 43% to low 90s, showcasing efficiency in home services.

The integration of AI coaching for CSRs has enhanced service quality and performance metrics, emphasizing both technology and human development.

Deep dives

AI Implementation Boosts Booking Rates

The implementation of Avoca's AI technology significantly improved booking rates for call centers. In one recent example, a company that previously had a 43% booking rate saw that number rise to the low 90s after integrating Avoca. This drastic change not only increased the overall volume of bookings but also necessitated the hiring of additional technicians to keep up with the demand. Such immediate gains highlight the tangible benefits of adopting advanced AI solutions in home service industries.

Intro

2min

AI Revolution in Home Services

21min

Navigating Challenges in Lead Management and Optimization

3min

Navigating AI in Call Centers

12min

Adoption of AI in Call Centers: Trends and Insights

2min

Enhancing Customer Call Management for Small Businesses

4min

Tyson Chen from Avoca is back to break down how AI is changing the game for home service call centers.

We dive into Avoca’s AI tools—like Coach for CSR training and Responder for automated call handling—that have helped us book more jobs while cutting costs. We also get into the real challenges of bringing AI into traditional call centers and what’s coming next in the AI space.

If you want to know how AI can boost efficiency and improve customer service, this episode is packed with insights.

Special Thanks to Avoca

Looking to train your call center and improve technician performance? Avoca AI is here to help your team identify existing issues, improve call quality, and drive results from start to finish.

Click here to schedule a demo: https://calendly.com/d/cp54-9jr-nht/avoca-ai-demo?month=2025-01

Special Thanks to Modernize

We’ve been using Modernize them for our water quality leads, and it’s been smooth sailing from day one.

If you’re serious about boosting your leads, definitely check them out: https://modernize.com/pros/leads?utm_campaign=owned-podcast

Episode Hosts: 🎤
John Wilson: @WilsonCompanies on X
Jack Carr: @TheHVACJack on X

Episode Guest:
Tyson Chen on Linked In: https://www.linkedin.com/in/tysonchen17/

Contact Owned and Operated:

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

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