Categories / Scheduling & Appointments
Plumbing call center: AI Virtual Agent 80% booking, holidays covered
A 40-year plumbing shop's AI virtual agent "Piper" books about 80% of the calls it takes and covered Thanksgiving and Christmas with no one at the desk.
- Task
- take calls when CSRs are busy or off, book/reschedule jobs
- Result
- frontline booking rate ~80%, ~30% escalation; fallback booking ~70%; CSRs 6 FT + 1 PT → 3 FT + "Piper"; first Thanksgiving/Christmas with no CSR on desk; during one cold-spell early close Piper took 5 leads and converted 4 in 2 hours
- Tools
- ServiceTitan AI Virtual Agent (Contact Center Pro)
- ServiceTitan CRM
- Setup
- name the agent (staff contest → "Piper")
- program what it can do (mission, cold-weather tips, booking)
- escalate to humans
- treat as force multiplier not replacement
Step-by-step setup guide
Benefit: After-hours and overflow calls go to a voice agent tied to your ServiceTitan schedule. It books or reschedules jobs and passes emergencies to a person.
Step-by-step setup
Step 1. Build the routing workflow. In Contact Center Pro, create an Inbound Call routing workflow and assign your phone numbers.
Step 2. Split by time. Add a Date/Time Rule. Send business hours to your CSR queue and "Any Other Time" to the Voice Agent.
Step 3. Cover busy daytime calls too. Set the CSR queue's fallback/rollover destination to the Voice Agent.
Step 4. Configure the agent. Set the greeting and escalation branches (emergencies go to on-call). Load your mission and booking rules, plus seasonal tips (Superior added cold-weather advice). Publish the workflow.
Step 5. Win your team over. Superior ran a staff contest to name the agent ("Piper") and positioned it as extra help, not a replacement.
Copy-paste prompt (escalation rules draft)
List escalation rules for a plumbing AI voice agent: which caller phrases mean emergency (flooding, gas, sewage), which mean "wants a human", and what the agent may book on its own.
Output as a short checklist.Sources
- ServiceTitan: Superior Plumbing AI virtual agent. Credit: Superior Plumbing, Atlanta area (vendor-published).
- Setup paths: ServiceTitan Help ("Set call routing rules in Contact Center Pro", "Integrate voice agents into your routing workflows").
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