Categories / Scheduling & Appointments
ServiceTitan Contact Center Pro AI: Bonney Plumbing booking rate 35%→41%, missed calls −60%
A plumbing company raised its booking rate from 35% to 41% and cut missed calls from 10% to 4% with AI virtual agents on overflow and after-hours calls.
- Task
- cover after-hours/overflow without third-party answering services that lack account visibility
- Result
- booking rate 35%→41% (+11 pts, above Nexstar benchmark); missed calls 10%→4% (−60%); abandon rate 12%→4% even before Virtual Agents; CSR schedule build 1.5 hrs → 15 min; extended to 7-day coverage without adding headcount
- Tools
- ServiceTitan Contact Center Pro (AI Virtual Agents, Manager Assist transcription/summaries)
- native ServiceTitan availability/customer data
- Setup
- unify CSRs across brand tenants → route after-hours/overflow to AI Virtual Agents tied to live availability and customer history → AI handles spam/reschedules → Manager Assist for anonymized call transcripts/coaching → CSRs take emergencies
Step-by-step setup guide + copy-paste prompt
Benefit: No more third-party answering service that can't see customer history. The AI handles after-hours calls, overflow, spam and reschedules, and CSRs take the emergencies.
Step-by-step setup
Step 1. Route calls. In Contact Center Pro, create an Inbound Call routing workflow. Add a Date/Time Rule that sends "Any Other Time" to the Voice Agent.
Step 2. Handle overflow. Set the CSR queue's rollover destination to the Voice Agent.
Step 3. Let the AI handle routine calls. Configure the agent to answer spam and reschedules. Escalate emergencies to a live queue.
Step 4. Coach with transcripts. Review anonymized call transcripts weekly (Manager Assist).
Step 5. Extend coverage. Once booking rates hold, extend to 7-day coverage without adding staff, as Bonney did.
Copy-paste prompt
Summarize these 20 voice-agent call transcripts: booking rate, top 3 reasons calls escalated, and 2 script fixes.
{{transcripts}}Sources
- ServiceTitan: Bonney Plumbing Contact Center Pro. Credit: Angela Kump and Kallie Carmical, Bonney Plumbing (vendor-published).
- Setup paths: ServiceTitan Help (call routing and voice agents).
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.