Ticket No. 0002, HVAC

A heating company's AI agent books more calls than most of its CSRs

80 to 85% booking rate in under five minutes a call

Northwinds Services Group, Rochester, New York. Tools: ServiceTitan AI Voice Agent.

80–85%booking rate

<5 mintalk time, vs. 8 to 10 for human CSRs

What they did

Northwinds runs an AI voice agent named Lucy that takes calls including no-heat emergencies. Her booking rate is higher than most of the company's human CSRs, and she gets through a call in about half the time.

How to copy it

Measure your current booking rate and average talk time first, so you have something to compare against.
Write down how your best CSR handles an emergency call, and use that as the agent's script.
Route emergencies to the agent only after it has proven itself on routine calls.

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 Northwinds Services Group in Rochester, New York got with AI: 80 to 85% booking rate in under five minutes a call.

What they did: Northwinds runs an AI voice agent named Lucy that takes calls including no-heat emergencies. Her booking rate is higher than most of the company's human CSRs, and she gets through a call in about half the time.

Their setup:
1. Measure your current booking rate and average talk time first, so you have something to compare against.
2. Write down how your best CSR handles an emergency call, and use that as the agent's script.
3. Route emergencies to the agent only after it has proven itself on routine calls.

Source: https://www.servicetitan.com/blog/success-story-ai-voice-agent-karen-lucy-piper-jenny

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. Added here Oct 14, 2026.

Filed under Answer the phone.

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