Family HVAC shop replaces its after-hours answering service with a bilingual AI agent
Air One Air Conditioning, Heating, Plumbing & Electric · Colton, CA, US ·
What they did
Air One (about 12 employees) used a third-party answering service after 5 pm and on weekends. It could take messages but couldn't book, and callers were often lost to competitors by morning. In January the shop went live with a ServiceTitan AI Virtual Agent named "Jenny" that books in English and Spanish. After it first offered next-day slots for plumbing emergencies, the shop rebuilt job types around urgency and gave the agent after-hours technician shifts so emergencies can be booked that night.
Reported results
- The CSR/dispatcher estimates the old answering service converted around 30% of after-hours calls in summer
- Between March and mid-June, the shop's internal tracking showed nearly every lead converting to a booked call
Tools
ServiceTitan AI Virtual Agent, ServiceTitan
Cost
Not disclosed
Source
ServiceTitan: https://www.servicetitan.com/blog/success-story-air-one-ai-virtual-agent
Vendor case study (results reported by the vendor). The source notes the two numbers don't measure the same period or quite the same thing. Source checked 2026-10-20. Results are as reported by the source, not independently audited.
Try it yourself: starter prompt
Our suggested prompt for an AI assistant (ChatGPT, Claude, Grok or your phone-agent tool). It is not from the source.
You answer calls for an HVAC company between 6 PM and 8 AM. Ask what's happening, decide if it's an emergency using these rules: [list your emergency rules]. If it is, page the on-call tech with the address and issue. If not, offer the next two open morning slots and confirm by text.