Alright, friends! Let’s dive into some wizardry in the world of trades—no, not the magic of pulling a rabbit out of a hat, but something that might just be as cool. We’ve got a scoop from Tyson Chen, our guest on the HVAC Success Secrets: Revealed podcast, who says, “The future is about blending technology with that human touch to create a seamless customer experience.”
Imagine a busy call center. Phones are ringing off the hook, and customer service reps (CSRs) are scrambling to keep up. It’s tough, right? But what if we told you that there’s a sprinkle of AI fairy dust that can make things run smoother? Yes, you heard that right—AI or Artificial Intelligence. It’s like having a smart assistant who never gets tired.
“It's like we're giving every CSR their own crystal ball”
Tyson, co-founder of Avoca AI, chats with us about the new products his company has created and put out to the public, Avoca Responder and Avoca Coach. He describes it as “AI that can zap instant info to reps, so they don’t have to flip through pages, leading to a 10-15% jump in coaching and booking in just three months!” That’s some powerful spellbinding!
Now, let’s say you own a business that does HVAC, plumbing, or electrical work. You know how crucial those calls are—they’re not just chats; they’re potential jobs, maybe even emergencies. So, you’ve got your CSRs, who are like your frontline wizards, but sometimes, they need a little extra magic, and that’s where AI steps in. Tyson adds, “Our AI can even vibe with the customer to build trust and make that sale.”
Picture it: Your CSR picks up a call, and thanks to AI, they’ve got all the info they need right at their fingertips. No more awkward pauses or “Uh, let me check on that.” This tech even picks up on how folks are feeling—talk about a mind reader! And the best part? It learns from the calls, getting smarter and better at helping out. “It’s like we’re giving every CSR their own crystal ball,” Tyson laughs.
For the business owners reading this, you’re probably thinking, “Alright, this sounds neat, but what’s in it for me?” Well, let us explain. AI isn’t just cool tech—it’s like giving your CSRs superpowers. Imagine fewer dropped calls, happier customers, and CSRs who feel like they’ve got a backstage crew helping them put on a rockstar show every time.
Also, you know how sometimes we all get a little tired, maybe miss a thing or two? Tyson mentions this smart AI doesn’t doze off. It’s on 24/7, making sure even those late-night calls are handled just right. “It’s like having an extra shift without needing the extra coffee,” he chuckles.
So, the million-dollar question is, how do you get started with slipping on this AI cape? First, you visit the Avoca AI website, as Tyson suggests. You chat with them to see how their products can fit what you’re doing. They have various products available, from call monitoring to hybrid programs to a full-on AI call center. It’s about what works best for your business and finding a solution to fill that gap.
"A qualified lead is anyone who might need service,
even if they don't know it yet."
Now, it’s not just about the bells and whistles. Tyson’s big on getting the basics right, too. He says, “You’ve got to start with a strong team that knows the game. Hook them up with AI, and bam, you’re not just rolling the dice hoping for sixes—you’re stacking the deck in your favor.”
For those with your own call centers or thinking about starting one, here’s a piece of gold from Tyson: “A qualified lead is anyone who might need service, even if they don’t know it yet.” So, teach your CSRs to listen and use AI to guide them, and every call can be a chance to show how awesome your service is.
Tyson leaves us with this thought: “We’re creating a wow factor right from the start of the call.” That wow is what turns a ring into a ka-ching!
Remember, every call could be your next big job, so why not add a bit of AI wizardry to your team? It might just be the trick up your sleeve that sets you apart from the rest. As Tyson says, “We’re not just fixing machines; we’re building relationships.” And with AI, you’ll be building those relationships like a pro.
Watch Tyson’s episode here:
Until next time,
Evan and Thaddeus
