Transformed Customer Experience with Avoca's AI CSR
Reliable Comfort Heating & Air Conditioning used Avoca AI to streamline their after-hours operations—eliminating missed calls, extending service availability, and booking more jobs without hiring extra staff. With scalable tech and empathetic support, they’re now leading their industry forward.
Reliable Comfort, a family-owned HVAC company, has built its reputation on fast service and strong customer relationships. But as the business grew, so did the number of calls coming in outside normal hours—calls the team couldn’t always handle live.
To maintain quality and extend service without burning out staff or hiring more CSRs, they implemented Avoca's GenAI customer service agent. Today, Avoca answers every call after hours, handles overflow seamlessly, and even coaches agents in real time. The team hasn’t missed a beat—and hasn’t missed a lead.
The Challenge
Before Avoca, weekend and evening coverage was inconsistent. Customers were left wondering if anyone would answer, and staff constantly had to ask, “Who’s covering the phones tonight?”
“It was extremely frustrating, extremely inconsistent, and the data was never accurate,” said Aaron Ruddic, Co-Founder of Reliable Comfort.
The team knew they needed a reliable solution that would scale with them—one that wouldn’t depend on who was available on a given day.
The Solution
Reliable Comfort brought on Avoca to replace manual after-hours call handling and provide round-the-clock coverage. The AI agent can answer unlimited calls simultaneously and respond with natural empathy.
“When people aren’t in the office, we don’t have to ask, ‘Who’s covering the phones?’ The technology covers for us,” Aaron said.
Avoca also became a behind-the-scenes coach. It listens to and evaluates calls, scoring agents on key behaviors and providing instant feedback. This gave managers better data—and reps better outcomes.
Impact
With Avoca running in the background, Reliable Comfort has scaled their booking operation without increasing headcount. The AI agent answers hundreds of calls without ever tiring, and the internal team has more clarity and focus than ever.
“Responder has no bandwidth limits. It can answer a hundred calls at one time,” Aaron said.
That reliability gave the team confidence to expand without compromising their service standards.
Results
Reliable Comfort now delivers consistent customer service, no matter the time or day. The team no longer has to scramble for coverage or worry about missed leads. Avoca simply gets the job done—and keeps getting better.
“They’re early innovators, and their passion for serving people is unmatched. It’s been a pleasure to work with them.” —Aaron Ruddic, Co-Founder
