Rescue Air & Plumbing serves over 7,000 customers across the Dallas–Fort Worth area. In their business, missing a call doesn’t just mean a lost lead—it means losing $250 on the spot. With a growing customer base and limited support bandwidth, the team needed a scalable way to ensure no call went unanswered, no opportunity was lost, and every agent consistently improved over time.

To solve this, Rescue Air & Plumbing implemented Avoca's generative Voice AI CSR solution. Avoca now answers every incoming call, books appointments automatically, and delivers real-time coaching to agents—all without expanding headcount. The result: higher conversion rates, more internal mobility, and the peace of mind that comes with knowing every lead is captured.

The Challenge

Prior to Avoca, the team used a traditional CSR setup with human agents handling as many calls as possible. But during high-volume periods, after hours, or on weekends, things would slip. Customers were put on hold. Messages got lost. Leads never made it into the CRM. And when agents were sick or left the team, the scramble to find coverage led to stress and inconsistency.

“We used to have days where the manager would call me and say, ‘Barbara’s out—what do we do now?’ Now I'm like 'who cares? We've got Avoca'” said Andreas Boris, Director of Operations.

The leadership team also knew their manual coaching system wasn’t scalable. Reviewing calls, scoring performance, and holding feedback sessions were time-consuming and limited to small sample sizes. There was no way to ensure every agent received consistent guidance, or that performance was improving in a structured, measurable way.

The Solution

Rescue Air & Plumbing implemented Avoca to automate both call answering and agent coaching. The switch was seamless—Avoca integrated directly into their phone system and CRM.

The Coach platform delivered feedback to agents instantly after each conversation, and when human reps weren't available, calls were routed to the AI agent— who would get the caller's information, access the technicians' schedules, and book a job into the CRM at the caller's preferred time.

“It’s not just about booking calls—it’s about helping our reps get better every single day. Now they see their own call scores, and they know exactly what to improve,” Andreas said.

And customers didn’t just accept the AI—they embraced it.

“They’d actually call back just to say, ‘Did you get it? I just talked to the AI bot!’” Andreas said.

And because Avoca expresses empathy and speaks naturally, customers often couldn’t tell they weren’t speaking with a live person.

Impact

Within weeks of implementation, the team noticed a shift. Calls that would’ve been lost were now being captured and booked.

Agent performance started trending upward—fueled by real-time feedback, not delayed reviews. Avoca’s scoring system highlighted missed booking cues and provided suggestions to help agents convert more leads, ultimately unlocking career growth for the team.

“By introducing Avoca Coach we were able to promote two CSRs to managerial positions, and because we use Avoca's AI CRS, we didn't have to backfill those positions."

That’s the kind of scalability Andreas' team was hoping for, and Avoca's solution didn't miss a beat.

Results

With Avoca, Rescue Air & Plumbing isn’t just answering more calls—they’re booking more of them, delivering stronger performance across the board, and operating with more flexibility. Every missed shift or overflow period is now backed by an AI agent that never calls in sick, never forgets to follow up, and never stops learning.

“If you want to sleep at night knowing every call is going to be captured and booked into your CRM—Avoca is the clear winner.” — Andreas