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Midwest HVAC Co.
Regional HVAC · 18 trucks · OH/KY
Voice agent

After-hours call capture + ServiceTitan handoff

Overnight emergency calls were going to a voicemail box that filled up during cold snaps. We built a voice agent that triages the call, captures details, and hands off cleanly to first-light dispatch.

$42K
Recovered missed-call revenue/ 90 days
<2 min
Average first-light booking response timeafter call
98%
After-hours calls picked upvs 41% prior

The situation before we started

Cold-snap nights were brutal. The main line would ring through, voicemail would fill, and by the time the team got in at 6 AM, the customer had already called a competitor or — worse — gotten lucky with a portable space heater and decided not to call back.

The owner's gut estimate was "we're leaving real money on the table after hours." We confirmed it: across a sample of 90 nights, 34% of after-hours calls never made it to a human at the shop.

What we built

A voice agent that picks up on ring two during configured after-hours windows. The flow:

  1. Empathetic greeting that identifies itself as the AI assistant — no pretending to be human
  2. Quick triage: name, address, what's going on, whether there's a safety concern (smell of gas, water spreading, anyone vulnerable in the home)
  3. If the call is an emergency the agent offers the next-morning slot with a named tech
  4. ServiceTitan job is created with priority tag, customer history pulled from existing records, and a customer SMS confirmation sent within 30 seconds
  5. The on-call lead's phone gets a Slack DM with the new job + a one-line summary

There's a clear handoff path back to a human at any point — the customer can say "I just need to talk to someone" and the agent transfers to the on-call lead.

Notes on the build

  • We didn't replace the main line. The agent only picks up during a defined after-hours window, with manual override.
  • All transcripts are written to the customer's record in ServiceTitan, including the AI summary.
  • We tuned the script three times in the first month based on real call recordings — the biggest win was making the agent ask the safety question early.

What happened

In the first 90 days the system recovered an estimated $42,000 in jobs that would have otherwise gone unbooked, with 98% of after-hours calls picked up vs. 41% before (the rest were existing customers who hung up because they recognized the after-hours pattern and called back the next morning).

The owner's quote-of-the-month: "I haven't gotten a 7 AM panic text from a dispatcher about a missed emergency since we turned this thing on."

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