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Loading…/// case study / home services
A voice AI front door that qualifies and books before a human picks up.
/01/ cpa
0%/02/ missed-call rate
0%/03/ booked-job rate
0×/// the challenge
A multi-location home services brand was paying premium rates for Google Local Services and Search but missing a third of the inbound calls those ads generated — most of them after-hours. The receptionist team was good but maxed out, and the booking flow added a 24-hour callback step that lost a meaningful share of urgent jobs to whichever competitor picked up first.
/// our approach
Put a voice agent on the front door of the business. Train it on real call recordings, give it intent and urgency detection, wire it to the calendar and the routing rules per zip code, and let it book the appointment live on the call. Humans handle the calls that need a human. The agent handles the calls that need to be answered now.
/// execution
Not the full backlog. The three decisions the result actually hung on.
Sat on a week of inbound calls, transcribed the top five intents, and turned them into a decision graph the agent followed — including an urgency check that escalated emergencies to the on-call human within ten seconds.
Integrated the agent with the calendar, the routing logic per zip code, and the dispatch system so confirmations went out over SMS and the dispatcher saw the booking in their queue before the call ended.
Built reporting that tied Google ad spend → inbound call → agent disposition → booked job → invoice, so the brand could finally see the cost-per-booked-job number it had been guessing at for a year.
/// the result
Missed-call rate during covered hours dropped to zero. Booked-job rate per inbound call doubled because the agent qualified and booked in one motion. CPA fell 72% inside 45 days, and the brand expanded coverage from 12 hours a day to 24 in the same window.
/// in their words
“Half my Google budget used to die on hold. Now it books the job before the truck even gets dispatched.”
/// stack
30-minute call. We’ll map the unlock. No deck.