Categories / Scheduling & Appointments
Hatch High Ground: AI handles 75% of calls; abandoned rate 10%→2%; $250–300K saved
An HVAC/plumbing/electrical company let Hatch Voice AI take 75% of inbound calls, cut abandoned calls from 10% to 2%, and books 81% of bookable leads — about $250–300K a year in ops savings.
- Task
- cover overflow then all inbound calls with Voice AI so CSRs stop drowning in non-lead calls
- Result
- 75% of inbound call volume handled by AI; abandoned call rate 10%→2%; AI books 81% of bookable leads (vs ~65% industry call-center average); 123 leads booked in one recent month that otherwise would have been unanswered; $250K–$300K annual ops savings; outbound SMS campaigns $100K–$250K/month revenue
- Tools
- Hatch AI Voice + SMS
- ServiceTitan (Hatch AI employee for reporting)
- Angi/Google LSA/HomeBuddy/Modernize lead sources
- Setup
- Phase 1 — route overflow after 15–20s and after-hours to AI instead of voicemail
- monitor every call and update knowledge base. Phase 2 — expand to one day/week all-inbound AI, then five days
- escalate upset callers with warm transfer + live summary. Create "Hatch AI" employee in ServiceTitan
- run outbound speed-to-lead, estimate follow-up, nurture, recontact, and marketing blasts
Step-by-step setup guide + copy-paste prompt
Why it works: Route overflow (after 15–20 seconds) and after-hours to Voice AI first, then expand. AI books into ServiceTitan; upset callers get a warm transfer with a live summary.
Prerequisites
- Hatch account with Voice AI (ask Hatch sales/onboarding).
- ServiceTitan (or your FSM) connected so AI can book onto the real calendar.
- A one-page FAQ: services, service area, diagnostic fee, emergency policy, financing.
Step-by-step setup
Step 1. Create the inbound agent. In Hatch open the Voice AI dashboard → click Create a New AI Agent → choose use case inbound calls and your industry (for example Home Services → HVAC) → name it → Create Agent.
Step 2. Edit the template. Update company name and greeting, adjust tone, and add or remove questions (system type, issue, address, urgency).
Step 3. Add knowledge. Open Knowledge → add FAQs (service fee, ZIPs, financing) and drag in pricing/FAQ documents.
Step 4. Pick a voice. In the Persona tab, name the agent, choose a voice, and test it with one click.
Step 5. Start with overflow + after hours. For after-hours: create a separate Voice AI agent (or duplicate) → in Set Trigger enable After Hours Agent → click the ⚙️ gear next to it to set business hours. Publish a business-hours bot before you can publish the after-hours bot (Hatch requirement). Route overflow after 15–20 seconds instead of voicemail.
Step 6. Create a Hatch AI employee in ServiceTitan (so booked jobs show a clear owner) and escalate upset callers with warm transfer + live summary.
Step 7. Expand carefully. Monitor every call for a week, update Knowledge, then move from overflow → one day/week of all-inbound → five days when CSRs trust it. Add outbound SMS campaigns (speed-to-lead, estimate follow-up, nurture) once inbound is stable.
Copy-paste prompt
Write 20 short FAQ answers for {{company}}, a {{trade}} company in {{areas}}.
Cover: diagnostic fee, service area ZIPs, emergency vs next-day, financing, memberships, what the AI should collect (name, address, issue, preferred window).
Spoken style, under 30 words each. Mark guesses with [CHECK].Sources
- Hatch: High Ground Service Pros. Credit: High Ground Service Pros leadership (vendor-published).
- Hatch Docs: Voice AI
- Hatch Docs: After Hours Bot
Industries: AI automation for Home Services & Contractors
Results as reported by the source; not independently verified. Community-sourced from public sites and attributed to the source platform. Original author? Ask us to correct or remove it. Read the disclaimer.