Rochester HVAC company's AI agent out-books most of its human CSRs
Northwinds Services Group · Rochester, NY, US ·
What they did
Northwinds uses a ServiceTitan AI Virtual Agent named "Lucy", which handles calls including no-heat emergencies.
Reported results
- Lucy's booking rate runs 80–85%, higher than most of the company's CSRs, with talk time under five minutes versus 8 to 10 minutes for human counterparts
Tools
ServiceTitan AI Virtual Agent
Cost
Not disclosed
Source
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 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.