Built a voice and SMS dispatcher for HVAC, plumbing, and electrical enquiries that books jobs, collects photos, and alerts technicians.
Challenge
A regional home-services operator needed to handle emergency calls, quote requests, and routine maintenance bookings across multiple branches. Dispatchers were switching between phone, scheduling software, spreadsheets, and technician text threads. Calls were missed during high-demand weather events, and technicians often arrived without the details needed to prepare properly.
Workflow approach
We created an AI dispatch agent that identifies job type, urgency, location, equipment details, and preferred windows. It checks branch coverage, books eligible jobs, collects photos via SMS link, and sends technicians a clean job summary. Urgent calls are escalated to on-call dispatch while non-urgent enquiries move into automated nurturing if no slot is immediately available.
Observed outcome
Job booking time dropped 53%, lead qualification improved 29%, and the business stopped losing emergency calls during peaks. Technicians received cleaner pre-job context, which reduced back-and-forth calls and improved first-visit completion rates.
Outcome metrics
- Faster job booking
- 53%
- More qualified leads
- 29%
- Branches routed
- 6
- Lost emergency calls
- 0
Systems involved
- VAPI
- Twilio
- n8n
- ServiceTitan API
- Google Maps API
- Slack