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

#131 - The AI Call Center Revolution with Avoca Founder Tyson Chen

Jul 2, 2024

Founder of Avoca AI, Tyson Chen, discusses the AI call center revolution for home service businesses. Topics include optimizing call center performance, challenges in measuring customer service, benefits of using Avoca, and strategies to enhance efficiency and effectiveness of call centers in the trades industry.

48:52

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Episode guests

Tyson Chen

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Episode notes

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Quick takeaways

AI is transforming call centers in trades by optimizing after-hours calls and CSR allocation.

Combining AI efficiency with human interaction can enhance customer experience in call centers.

Deep dives

Introduction to Avoca and the AI Call Center Platform

Avoca is an AI call center platform specializing in serving HVAC, plumbing, and electrical trades in over 45 states. The co-founder's background includes work with Fortune 500 companies and self-driving car technology before bringing AI to the trades. The platform focuses on neglected yet valuable aspects like after-hours overflow calls and abandonment rates.

Intro

5min

Optimizing After-Hours Call Handling in the Trades Industry

9min

Optimizing Call Center Performance with AI and Human Involvement

19min

Exploring the Benefits and Challenges of Using Avoca for Call Listening

2min

Challenges and Solutions in Measuring Customer Service Performance

11min

Exploring AI Usage, Promo Code for Avoca Demo, and Contact Options

2min

Join John Wilson and Jack Carr on 'Owned and Operated' as they look into the cutting-edge world of AI-powered call centers for home service businesses with Tyson from Avoca AI. Discover how AI is transforming the efficiency and effectiveness of call centers in the trades, optimizing everything from after-hours calls to specialized CSR allocation. Tyson shares his extensive background in AI, his journey into the trades, and the groundbreaking features of Avoca's platform. Learn about best practices, the impact of empathy statements, and strategies to enhance your call center's performance, all while setting up your team for success.

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

Special Thanks to Avoca AI Coaching and Training
Looking to train your call center and technicians back on their calls? Get better performance today with the power of Avoca AI, as your staff learns their pain points and improves end-to-end. We have a special promo code available if you schedule now: ‘OWNED’.

Click here to schedule your demo today.
https://calendly.com/d/cp54-9jr-nht/avoca-ai-demo?month=2024-06

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