Artificial intelligence isn’t the future anymore — it’s today. And if you’re running an HVAC business, it’s time to take notice. 

Over the last year, I’ve had countless conversations with contractors about AI in the call-handling process, and reactions are often mixed. There’s excitement over the potential to streamline operations and save money, but also hesitation. Many business owners still question whether AI can provide the care, warmth, and trust that a human customer service representative (CSR) delivers. After all, in the HVAC industry, that first point of contact is critical — it’s where relationships begin, confidence is built, and trust is earned.  

For those who are skeptical, AI can feel impersonal and risky. However, as technology evolves and consumers become more comfortable with automation, the industry is approaching a big turning point. If used strategically, AI callbots can become an essential tool for helping your team thrive while keeping customer relationships strong. 

Let me share some insights from Tersh Blissett and Josh Crouch, co-hosts of the “Service Business Mastery” podcast and founders of Trade Automation Pros, about the incredible growth of AI answering services and where the industry is heading. 

According to Crouch, AI answering services are still in their infancy but are quickly evolving into a must-have tool for the home services industry. A recent joint venture between Searchlight, a revenue auditing analytics tracking firm, and AI voice assistant provider ZyraTalk is already generating buzz. This partnership is set to analyze the performance of AI-driven call centers versus human-staffed centers, focusing on conversion rates and customer experiences. 

While the research is in its early stages, the progress made in AI technology over the past six months has been groundbreaking. AI call centers are no longer experimental — they are real competitors to human-staffed teams. These systems have improved dramatically, with better natural language understanding, the ability to parse complex queries, and customer service that feels increasingly natural. 

What’s driving this rapid evolution? Blissett points to the contributions of industry-leading CSR coaches and trainers helping fine-tune AI callbots. By perfecting scripts, workflows, and decision-making algorithms — and addressing issues like latency and response speed — these experts are narrowing the gap between human and AI performance. Before long, you might struggle to distinguish between a well-trained AI agent and a real CSR. 

Blissett shared a story that underscores just how far we’ve come. He said one of his plumbing clients was blown away when a customer discovered their business through ChatGPT. The customer engaged with an AI voice agent powered by Avoca’s AI answering service and booked a service call — all without any human involvement. This isn’t an isolated incident; it’s a sign of what’s possible today. 

Blissett ended his story with a warning: The home services industry has long been slow to adopt new technology, but that needs to change. We’re at a tipping point, he says, and businesses that fail to adapt risk being left behind by the competition. If you haven’t been paying attention to AI in this space, you should start now. 


Meet Your New Employee: AI Callbots 

AI callbots are virtual phone agents powered by speech recognition and natural language processing. They answer calls, converse naturally with customers, and can handle tasks like booking appointments, troubleshooting basic problems, or sharing general information. And here’s the kicker: They do it 24/7 without taking a sick day, getting overwhelmed, or needing coffee breaks. The days of clunky, robotic voices are over, too. Modern callbots can mimic human speech — “umms,” pauses, and all — so well that customers may not even realize they’re talking to AI. Some platforms even let you choose the voice or accent, helping you maintain a friendly, professional tone that fits your brand. Many AI callbots can integrate effortlessly with your business's customer relationship management (CRM) tools, enabling seamless appointment scheduling and customer lookups. This means they can pull up customer profiles, confirm service details, and book appointments directly into your system without missing a beat, saving time for your teamandcustomers. 


Real-World Benefits for HVAC Contractors 

If you’re still skeptical, let’s break down how AI callbots can solve problems you deal with every day: 
  1. Overflow call handling: During peak seasons, AI bots ensure no call goes unanswered when your CSRs are busy helping other customers. 
  1. After-hours availability: AI bots act as your reliable, cost-effective 24/7 answering service, scheduling appointments and taking messages. 
  1. Call routing: Callbots can send calls to the appropriate department or live CSR, streamlining operations and reducing wasted time. 
  1. Ensuring CSRs do more of what matters: AI bots can handle routine tasks like call routing and FAQs, freeing up your human reps to focus on customers who need personalized attention. 
  1. Reducing expenses: Compared with hiring and training more CSRs or paying for live answering services, AI callbots offer substantial savings through flexible, per-minute pricing. 
  1. Consistency and accuracy: Callbots stick to the script, ensuring accurate notes and details without mistakes. 
 

Tasks Callbots Can Handle: 

  • Appointment scheduling 
  • Service reminders and follow-ups 
  • Customer complaint logging 
  • Routine troubleshooting questions 
  • Business information (hours, areas served, promotions) 
  • Updating contact information 
  • Satisfaction surveys 
Imagine how much more your team could achieve if they weren’t tied up with routine calls. By letting AI callbots handle the basics, your CSRs can focus on what truly matters — building relationships, solving complex issues, and delivering exceptional customer experiences. AI call bots are like a super-efficient CSR working alongside your team to free them up and ensure no call is missed. But they’re not a replacement for the human touch — they allow your CSRs’ to focus on the calls that matter.   


Human CSRs: The Heart of Your Business 

While AI callbots are fantastic for handling overflow calls, routing, and after-hours service, they will never replace the importance of having exceptional human CSRs. Your team’s ability to empathize, build trust, and solve complex customer issues sets your business apart. Angie Snow, a principal industry adviser at ServiceTitan and a renowned CSR coach, stresses the importance of finding this balance. “More and more HVAC service companies are beginning to embrace AI technology in call centers to increase their efficiency, improve response time, maximize their opportunities, and create a seamless customer experience,” Snow explained. “At first, business owners were very cautious about trusting AI solutions for their call centers because every lead is so valuable. They worried that an automated system couldn’t provide the same level of personalized service.” But, as Snow notes, consumer behavior is changing.  “Customers are becoming more accustomed to automated systems and the convenience they provide. From online scheduling to AI-powered virtual agents, HVAC businesses are beginning to recognize that these tools are not only acceptable to customers but expected,” she said.  She also highlighted AI’s evolving role in enhancing live agent performance.  “AI is a game changer when it comes to helping score call quality, coaching agents in real-time, and improving the messaging on each call,” Snow said. “The technology doesn’t replace your team — it amplifies their ability to provide exceptional service.” Your CSRs are the face of your company, and they should always be front and center for your customers. AI bots are there to support your team, not replace them. By handling repetitive tasks and capturing overflow, callbots free up your CSRs to: 
  • Deliver exceptional customer service during live interactions. 
  • Focus on complex, high-value calls where customers need human insights. 
  • Build stronger relationships with customers by offering that personal touch. 
The businesses that succeed with AI are the ones that strike the right balance — using technology for efficiency while ensuring that human CSRs remain the heroes of customer satisfaction. 


5 Great Examples of AI Callbot Platforms for HVAC Businesses 

The platforms below are a great place to start if you’re ready to test the AI waters. Begin small — perhaps with after-hours calls or peak-season overflow — or use them to coach and enhance the productivity of your existing CSRs. As you become comfortable with the technology, you can scale its use to create greater efficiency for your business. 
  1. Avoca: Designed for HVAC and home service contractors, Avoca integrates with platforms like ServiceTitan to handle scheduling, after-hours calls, and customer follow-ups seamlessly. Website: Avoca.ai 
  1. Rosie: Rosie offers 24/7 AI-powered answering services, helping businesses book appointments and manage routine calls at a fraction of the cost of live services. Perfect for small businesses. Website: HeyRosie.com 
  1. Balto: Balto enhances your live CSRs with real-time AI coaching, improving call quality, performance, and consistency without replacing human agents. Website: Balto.ai 
  1. Broccoli: Offers AI-driven products designed to streamline operations for home service contractors, focusing on improving customer interactions and business efficiency. Website: Broccoli.com   
  1. ZyraTalk: An AI custom bot that automates conversations, providing instant answers and support to increase leads and improve customer relationships.   Website: ZyraTalk.com 
 

Don’t Get Left Behind 

AI might still feel like uncharted territory, and that’s OK. Many contractors are in the same boat, wondering if it’s worth the time, money, and hassle.But here’s the thing:AI isn’t about replacing your team — it’s about enhancing it. It’s like adding another dependable team member who never sleeps, never gets sick, and always answers the phone. Think about it this way: Every time a call goes unanswered, that’s a missed opportunity. When your CSRs are slammed, AI callbots can pick up the slack — booking appointments, answering basic questions, and routing calls where they need to go. It’s not about taking away jobs; it’s about ensuring every customer gets the attention they deserve while letting your team focus on more meaningful customer interactions. The technology is here, and your competitors are already exploring it. Don’t wait until you’re playing catch-up — take the leap, one step at a time, and see what AI can do for your team and customers. The more time you spend training it on your company and expectations, the better the bot will be. You might be surprised at how much smoother things run when you give it a shot. Now it’s your turn. Talk to AI service providers, try a few platforms, and see if AI callbots are the solution your front office has been looking for.