ServiceTitan AI agents: Superior "Piper" and Northwinds "Lucy"
high specificsAdded 2026-10-14
Business
Superior Plumbing (Atlanta area) and Northwinds Services Group (Rochester NY; 20 brands)
Task
AI virtual agents answer/book service calls (after-hours, holidays, weather surges)
Result
Superior: CSRs "six full-time… and one part-timer" → "three full-time" via attrition; Piper close rate "67%"; first Thanksgiving/Christmas with no CSR on phones. Northwinds: "~7,000 calls" in one polar-vortex week; "80–85% booking rate"; "4.5-minute average call time" vs "8–10 minutes" for humans
Tools
ServiceTitan AI Virtual Agent (named Piper / Lucy)
Setup
naming contests for buy-in
stress-test rescheduling
cover surge/holiday/sick-day load so humans handle complex cases
Contractor Appointments (MN inbound appointment generator for home-service contractors); small text-nurture team of ~2
$134M client revenue attributed to Zapier lead flows; 80–90% top-of-funnel replies auto-handled; 20–50 extra appointments/day after hours; $300K incremental annual revenue from long-term nurturing (5–10% monthly revenue from prior-year nurtures)
1,226 inbound calls answered live over ~10 weeks; 250 booked on the spot (~11%), 125 callbacks queued, 69 transferred; 100 synced into CRM with real job numbers; 275 calls had no trackable outcome