Summit Heating & Air | home-services
HVAC Company Qualifies 240 Leads Per Month with AI Voice Agent
Challenge
Summit Heating & Air was losing money every time the phone rang unanswered. Call tracking showed they missed 40% of inbound calls during summer peak season—June through September in Phoenix means AC failures are emergencies, not inconveniences. At an average ticket value of $650, the missed calls translated to roughly $52K in lost revenue per month. Their single office manager handled scheduling, dispatch, billing, and phones simultaneously. During peak, she fielded 80+ calls per day and physically couldn't answer them all. Voicemail was a dead end: callback data showed less than 3% of callers who left a voicemail ever converted to a booked appointment. Most called the next company in their Google search results instead. Competitors with dedicated call centers were picking up leads Summit was dropping. Online reviews reflected it—three of their last ten 1-star reviews mentioned being unable to reach anyone by phone. The owner had considered hiring a second receptionist ($38K/year plus benefits) or outsourcing to a call center ($2-4 per minute), but neither option handled after-hours calls where 30% of their emergency demand originated.
Solution
Results
+200%
Qualified Leads Per Month
80 → 240
-93%
Missed Calls
40% → 2.8%
+59%
Booking Rate from Calls
22% → 35%
New revenue channel
After-Hours Revenue
$0/month → $34K/month
-77%
Office Manager Phone Hours
35 hrs/week → 8 hrs/week
Implementation Timeline
Week 1
Voice Design & Knowledge Training
Selected and fine-tuned the ElevenLabs voice profile, built the knowledge base covering services, pricing, service areas, and warranty policies. Mapped out conversation trees for the five main call types.
Week 2
Telephony & Qualification Logic
Configured Vapi telephony routing, built the multi-step qualification flow with branching logic for urgency assessment, and implemented the emergency escalation path via Twilio warm transfer.
Week 3
ServiceTitan Integration & Workflow Automation
Connected direct booking into ServiceTitan with correct job type mapping, built n8n workflows for SMS confirmations, reminder sequences, call logging, and the daily owner summary report.
Week 3-4
Testing & Controlled Rollout
Ran 150 test calls covering edge cases (out-of-area callers, Spanish speakers, hang-ups, multi-unit properties). Deployed to after-hours calls first, then expanded to overflow during business hours.
Week 4
Full Deployment & Optimization
Switched to full 24/7 operation, monitored call quality scores, adjusted qualification questions based on technician feedback about lead quality, and tuned the emergency detection sensitivity.
Tools & Platforms
“Customers can't tell it's not a real person—that was the part that surprised me most. The booking rate is higher than what we got with our own front desk, because the agent never puts anyone on hold and never has an off day. After-hours revenue alone paid for the entire project in the first month.”
Mike Torres
Owner, Summit Heating & Air
