Multi-brand plumbing company moves after-hours and overflow calls from answering services to AI agents

What they did

Bonney unified five brands on ServiceTitan Contact Center Pro so CSRs could answer for any brand. After-hours and overflow calls that used to go to answering services are now handled by AI Virtual Agents connected to real-time availability, customer records and location history. The agents also take spam calls and reschedules.

Reported results

• Booking rate up from 35% to 41%, missed calls cut from 10% to 4%, and abandon rate down from 12% to 4% (the source says the abandon-rate drop came even before Virtual Agents were added)

Tools

ServiceTitan Contact Center Pro, ServiceTitan AI Virtual Agents

Cost

Not disclosed

Source

ServiceTitan: https://www.servicetitan.com/blog/success-story-bonney-plumbing-contact-center-pro

Vendor case study (results reported by the vendor). These figures cover the whole Contact Center Pro rollout, not AI alone. 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 a plumbing 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.