Ticket No. 0001, HVAC

An HVAC shop let an AI agent take the phones, and it books 9 in 10 calls

Over 90% of answered calls booked, 72% with no human involved

Bill Joplin's Air Conditioning and Heating, McKinney, Texas. Tools: ServiceTitan AI Voice Agent.

1,361calls handled since January

90%+of those calls ended in a booked job

~20 minto set up

What they did

A maintenance text to about 400 customers set off a call surge four CSRs couldn't handle, and the hold queue hit 15 callers. The shop turned on an AI voice agent the team named Karen. Callers press one to reach her, and she books or reschedules maintenance straight into ServiceTitan, handing off to a person when she needs to. The shop now runs four CSRs instead of five.

How to copy it

Pick one call type to hand over first. Bill Joplin's started with maintenance booking and rescheduling.
Give callers a choice (press one for the agent) rather than forcing every call through it.
Connect the agent to your scheduling system so it books real slots, not messages.
Set a clear handoff rule for anything the agent can't finish.
Test it on your next promotional text or email blast, when call volume spikes.

Plan this with ChatGPT Plan this with Claude

Opens with a prompt already filled in. It asks about your shop first, then plans the setup for you.

I own a local business (trade: HVAC). I want to get the result Bill Joplin's Air Conditioning and Heating in McKinney, Texas got with AI: Over 90% of answered calls booked, 72% with no human involved.

What they did: A maintenance text to about 400 customers set off a call surge four CSRs couldn't handle, and the hold queue hit 15 callers. The shop turned on an AI voice agent the team named Karen. Callers press one to reach her, and she books or reschedules maintenance straight into ServiceTitan, handing off to a person when she needs to. The shop now runs four CSRs instead of five.

Their setup:
1. Pick one call type to hand over first. Bill Joplin's started with maintenance booking and rescheduling.
2. Give callers a choice (press one for the agent) rather than forcing every call through it.
3. Connect the agent to your scheduling system so it books real slots, not messages.
4. Set a clear handoff rule for anything the agent can't finish.
5. Test it on your next promotional text or email blast, when call volume spikes.

Source: https://www.servicetitan.com/blog/success-story-bill-joplins-ai-voice-agent-karen

Act as my setup advisor. Before you suggest anything, ask me up to five short questions about my business (team size, call or lead volume, the software I already use, my budget). Then give me a step-by-step plan for my shop: which tools fit what I already have, rough monthly cost, how long setup takes, and what usually goes wrong. Keep it plain and practical.

Source: ServiceTitan, vendor case study, Apr 20, 2026. Added here Oct 14, 2026.

Filed under Answer the phone.

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Tell us what you're trying to fix (answer the phone). A person who sets these up for service businesses will look at your situation and tell you what's worth doing first.

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