HVAC shop's AI virtual agent books 72% of its calls with no human
Bill Joplin's Air Conditioning and Heating · Dallas-Fort Worth, TX, US ·
What they did
After a maintenance text blast to ~400 customers flooded four CSRs, the shop's ServiceTitan AI Virtual Agent (nicknamed "Karen") picked up the overflow, booking and rescheduling maintenance calls and escalating to a CSR when needed.
Reported results
- Over 90% of calls the agent answered ended in a booked job
- 72% booked by the agent with zero human intervention
- 1,300+ calls handled in three and a half months
- About 20 minutes to implement, per the service operations manager
Tools
ServiceTitan AI Virtual Agent
Cost
Not disclosed
Source
ServiceTitan: https://www.servicetitan.com/blog/success-story-bill-joplins-ai-virtual-agent-karen
Vendor case study (results reported by the vendor). 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 are the phone assistant for an HVAC company. When the owner can't answer, greet the caller, get their name, callback number, address and what's wrong, ask how urgent it is (emergency today vs. this week), and tell them the owner will call back within 15 minutes. Never quote a price or promise a time. Then text the owner a 3-line summary.