Most shops bleed time on phones and dispatch. Missed after-hours calls, wrong tech on the job, miles burned for nothing. Agents fix that because they act: they answer, book, route, confirm, and follow up without waiting on a human.
What’s actually working
- 24/7 intake: Agents handle up to 99% of inbound calls and chats. They book jobs, capture leads, answer FAQs, and sync calendars.
- Skills-based dispatch: Match by skill + location + job history + live traffic. Higher first-time fix, fewer rollbacks.
- Predictive service: From tune-ups to leak risks, agents use history + device data to book work before it becomes an emergency.
Numbers that matter
- Cost savings: Operations costs down up to 30% with faster response and fewer truck rolls.
- After-hours capture: Leads that used to die at 8pm now get booked automatically.
- Office load: Phone time drops; reminders, invoices, and updates go out on autopilot.
In the wild
- Housecall Pro: AI “CSR” answers common questions and books jobs. Office staff get hours back.
- Revin.ai / Someday: Smart call routing to the right tech the first time → fewer callbacks, less fuel.
- Phyxter: Predictive maintenance to prevent breakdowns and lock in recurring revenue.
Pain it removes
- Missed calls → captured and scheduled.
- Bad routing → right tech, right time.
- Admin overload → automated reminders, estimates, follow-ups.
Where it breaks
- FSM integration: If the agent can’t read/write your system, it’s dead weight.
- Team adoption: Change is the job. You’ll need simple training and quick proof (fewer mistakes, faster days).
- Next step: Remote diagnostics (simple video triage before a truck rolls).
Quick start
1. Connect the agent to your FSM + phone + calendar.
2. Turn on after-hours booking first (fastest payback).
3. Add skills data for your techs; turn on skills-based dispatch.
4. Pilot predictive reminders for seasonal services; measure repeat bookings.