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AI Receptionist Voice Agent for HVAC Company
24/7 AI voice agent that handles inbound calls, books appointments, and routes emergencies for an HVAC company.
Availability
24/7 coverage
Tools
Voice AIn8nGoogle CalendarCRM
The Client's Problem
My Approach
The Workflow Breakdown
1
Vapi voice agent with 3-tier intent classification: service, maintenance, billing 2. Real-time technician availability lookup via ServiceTitan API with territory matching 3. Warm transfer escalation path with full call context forwarded to live staff 4. Twilio SMS confirmation with tech name, arrival window, and calendar invite link 5. Daily call log with transcripts, classifications, and booking outcomes in Google Sheets
Results & Impact
- Missed calls dropped from 30% of inbound volume to 0% with AI answering 24/7
- Average first response time went from 2-4 hours (voicemail) to under 2 seconds
- 92% of appointments auto-booked without human involvement (was 0%)
- After-hours bookings went from 0 (voicemail only) to 18-22 per week
- Monthly revenue recovered: $14,200 from previously lost calls
- Office manager call volume dropped from 60-80 calls/day to 8-12 escalations/day
- Google review rating improved from 3.6 stars to 4.4 stars within 90 days
Technical Highlights
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