Avoca

Avoca is a revolutionary AI-powered Customer Service Representative (CSR) built specifically for the home services industry, including HVAC, plumbing, electrical, and more. It acts as a fully automated, highly intelligent virtual agent that handles customer interactions around the clock. By answering every call instantly, Avoca eliminates wait times and abandoned calls, ensuring that every potential lead is captured. The platform is designed to do more than just answer phones; it intelligently books and reschedules appointments directly into your CRM, such as ServiceTitan, based on real-time technician availability. This seamless integration streamlines operations and maximizes efficiency.

Developed by a team of MIT Voice AI researchers, Avoca's conversational AI is remarkably empathetic and human-like, capable of handling complex customer queries and providing a consistently high-quality service experience. Beyond inbound calls, Avoca also manages web chat inquiries and can initiate outbound calls for follow-ups, maintenance scheduling, or customer satisfaction checks. This comprehensive approach transforms a company's customer service from a cost center into a powerful revenue-generating engine.

How to use Avoca

Getting started with Avoca is a straightforward process designed for quick integration and immediate results. First, a business schedules a demo with the Avoca team to discuss their specific needs, call volume, and operational workflows. During this consultation, Avoca's experts review the business's metrics to tailor the AI solution. Once onboarded, Avoca is seamlessly integrated with the company's existing phone system and CRM, most notably with a best-in-class integration for ServiceTitan. The AI is then customized with the business's unique scripts, pricing, and scheduling rules. From there, Avoca is ready to go live, instantly beginning to answer calls, book jobs via phone and website, and provide detailed analytics. Businesses can monitor performance through a dedicated dashboard and use the 'Coach' feature to QA both AI and human CSR calls.

Core Features of Avoca

• 24/7 AI Call Answering: Instantly answers every inbound call, ensuring no customer is left waiting or sent to voicemail. It can book jobs, reschedule appointments, and answer frequently asked questions.
• Seamless CRM Integration: Features a deep, hassle-free integration with leading home service CRMs like ServiceTitan, allowing the AI to book jobs directly onto the dispatch board according to technician availability.
• Web Services & Chat: Extends its capabilities to your website, allowing customers to book jobs or get answers to FAQs 24/7 through an integrated web chat feature.
• Outbound Calling & Follow-ups: Proactively initiates outbound communications, such as text follow-ups, 'happy calls' after a service, or maintenance scheduling calls when business is slow.
• AI Coach for CSRs: Automatically grades, QAs, and reclassifies 100% of all calls (both AI and human). This provides invaluable insights for training, improves data accuracy, and helps optimize booking rates across the entire team.
• Human-AI Hybrid System: If a call isn't answered by a human rep within a set time, it's automatically routed to Avoca, creating a safety net that guarantees every call is handled.

Use Cases for Avoca

Avoca is proven to deliver transformative results for home service companies. For instance, businesses like Aire Serv Cota's Comfort saw their after-hours booking rate jump from 55% to 90% after implementing Avoca, leading them to hire more technicians to handle the increased demand. Another company, HL Bowman, grew its revenue by 70% year-over-year with zero increase in marketing spend or new CSR hires, as Avoca handled 70% of their total call volume. During emergencies, such as a hurricane that knocked out phone lines for Top Flight Electric, Avoca stepped in to answer every call and book jobs, preventing catastrophic revenue loss. It also enables businesses to scale operations and extend service hours without the overhead of additional staff, as demonstrated by Reliable Comfort Heating and Air Conditioning.

Advantages of Avoca

The primary advantage of Avoca is its ability to directly translate superior customer service into measurable revenue growth. It eliminates abandoned calls, a major source of lost revenue. The AI is infinitely scalable, never gets tired, doesn't call in sick, and maintains a consistent, high-quality standard with every interaction. This reliability provides peace of mind for business owners. Compared to traditional call centers or answering services, Avoca delivers a significantly higher booking rate (customers see an average 12% increase in 3 months) and a 62% higher NPS score. It also unlocks significant payroll savings and provides 100% visibility into call performance, empowering businesses with data to make smarter decisions.

Pricing and Plans

Avoca's pricing is customized based on the specific needs of each home service business. The company does not offer standard tiered plans on its website. Instead, prospective customers are encouraged to book a demo. During the demo, the Avoca team will assess the business's call volume, integration requirements, and desired features to provide a personalized quote. This tailored approach ensures that businesses pay for a solution that aligns perfectly with their operational scale and growth objectives.