AireServ, a family-owned HVAC company, prides itself on responsiveness and reliability. But even with a dedicated team and years of experience, after-hours calls remained a bottleneck. Traditional live answering services weren’t delivering the results the business needed—low booking rates and missed opportunities were leaving revenue on the table.

In search of a smarter, more scalable solution, the AireServ team tested Avoca, a GenAI-powered CSR that answers calls, books jobs, and communicates with empathy. The results were immediate: after just one month, booking rates skyrocketed, and the team made the switch permanent.

The Challenge

Like many service companies, AireServ had relied on live answering services to catch overflow and after-hours calls. But the performance simply wasn’t there.

“We used live answering for the first 2/3 of the month—they booked 5 calls,” said AireServ’s owner. “We used Avoca for the last 1/3—and they booked 43.”

This 8.6x improvement in half the time opened the team’s eyes. Customers were getting booked reliably, quickly, and without the inconsistencies of outsourced reps. And unlike live agents, Avoca could handle multiple calls at once—no queues, no missed opportunities.

The Solution

Avoca replaced AireServ's live answering service completely. It now handles all incoming calls during evenings, weekends, and other high-volume windows. With Avoca’s ability to respond instantly and empathetically, it quickly became clear that this wasn’t just automation—it was an upgrade in quality.

“We had a lady call in and say her husband had just died. Sarah—our AI—said, ‘I’m sorry for your loss.’ That blew my mind,” said the owner. “The empathy was there.”

Even more impressive: Avoca could handle simultaneous calls, something a single human rep could never manage.

“We had four calls at once. Avoca handled all of them, and three of them got booked—all at the same time,” he added.

Impact

The impact was felt across the business. With Avoca, AireServ increased their booking rate to 90% and scaled up their Happy Home Club membership faster than ever before.

“Our highest month was 145. The month we implemented Avoca, we jumped to 204,” the owner said. “That’s a huge increase.”

The team is now hiring more technicians, installers, and comfort designers just to keep up with the pace of work generated by the AI.

Results

AireServ no longer worries about who’s covering the phones after hours. Every call is answered, booked, and routed into the CRM without human intervention—freeing up the team to focus on delivering great service in the field.

“I said, ‘Absolutely not,’ when I first heard about it. Then I tried it and I was hooked.” the owner revealed in an interview.

“I was just trying to get my time back. I never expect it would help my business grow the way it did.” —Nicki Cota, owner.