Operations
63% of calls, no handoff
A Toronto-area HVAC and plumbing firm has 25 techs and 3 dispatchers. It took calls on 12 lines. Too many calls were dropped, and staff spent 12 to 15 hours a week on confirms. A voice agent now takes routine calls. It books, moves, and checks jobs. A dispatch tool proposes the right tech and slot from skill and zone rules. Dispatchers accept or change each match in one click. Reminders go out at 7 days, 48 hours, 24 hours, and 2 hours.
How it wentIn the 60 days after launch, voice AI finished 63% of calls with no handoff. Peak answer time fell from 2 minutes 10 seconds to 18 seconds. First-contact bookings rose from 41% to 67%. No-shows fell from 9.8% to 4.1%. Dispatcher overtime fell by 55 hours a month. The client is not named, and all figures are the builder's own report.
Try it · based on the source's workflow
For [company name], propose a tech and a slot for this job: [job type, address, urgency]. Use only techs tagged for [skill] in [zone], and keep [buffer minutes] between jobs. Same-day slots are for [emergency types] only. Show me the match and the rule you used. Do not book or move a job until a dispatcher approves it. Send any call about [danger keywords] to the on-call lead at once.
A starting template based on the workflow the source describes. Review it before you use it; you are responsible for what it does.
63% of calls, no handoff — from The SmallOffice Brief, a daily brief of real AI cases for small businesses: https://smalloffice.space/case-63-of-calls-no-handoff