AAA Service, a fast-growing home services company serving the Denver Metro area, offers residential plumbing, HVAC, electrical, sewer, and drain solutions. As the company scaled, they faced a new challenge: maintaining high-quality customer service while handling hundreds of calls per day.

With limited capacity to review calls or consistently coach CSRs, the leadership team turned to Avoca—a GenAI customer service representative that not only answers calls and books jobs, but also analyzes CSR performance and provides real-time coaching. The results were immediate: booking rates jumped, agent performance improved, and customer satisfaction reached new highs.

The Challenge

Despite having a strong internal team, AAA found that as call volume increased, oversight suffered. Managers couldn’t keep up with manual call reviews, and agents weren’t always receiving timely feedback to improve their booking performance.

“As wonderful as my call center manager is, there’s no way she can possibly listen to 400 phone calls every single day,” said a team lead at AAA. “We needed a tool that could break everything down for us.”

At the same time, after-hours coverage and booking quality were inconsistent. The team knew there was opportunity being left on the table—but not the bandwidth to catch it.

The Solution

Avoca Coach was implemented as both a booking assistant and a performance coach. On the booking side, Avoca handled after-hours and overflow calls instantly, making sure no call went unanswered. On the coaching side, it analyzed every conversation and gave CSRs instant performance feedback—including tone, phrasing, and missed opportunities.

“Avoca Coach is an easy-to-use AI tool that analyzes our CSR performance after every call and gives our CSRs the support they need to become top performers,” said a AAA rep.

And that feedback wasn’t just abstract—it was actionable. Reps knew what they had done well, what they had missed, and how to improve on the next call.

Impact

The results were immediate and measurable. CSR performance scores rose from the 50–60 range into the mid-to-upper 70s. Booking rates increased across the board. And because Avoca monitored every single call, managers could finally see trends and patterns they had never had visibility into before.

“Everything within Avoca—we see the results almost instantly.”

The company’s Happy Home Club saw record growth as well. Their best previous month saw 145 signups; the month they implemented Avoca, that number jumped to 204.

Results

Today, AAA Service uses Avoca to power a feedback loop that drives real improvement. Every call is booked or analyzed. Every agent receives guidance. Every customer gets a better experience. And every missed opportunity becomes a thing of the past.

“It just makes our lives that much easier. The software breaks everything down for us so that we know what we need to work on and what we need to train on.”

“Time-saving for me is huge because this is going to rate all of their calls. I would definitely recommend it to all call center managers who want to provide a higher level of quality to their clients.”