← All use cases · Plumbing, HVAC & trades
Give field techs an AI agent in Microsoft Teams that answers policy and pricing questions, and an AI voice on after-hours calls
Lund of Accel Pest Control, a pest control company, in Pest Control Technology
An AI agent built inside Microsoft Teams lets employees message it from their phones; it answers from company policies, processes, handbooks and sales documents, from PTO policy to current service pricing. On the phone system, an AI voice persona called "Heather" talks to overflow and after-hours callers, collects their information and needs, asks for a preferred service date and time, and arranges for an Accel employee to follow up during business hours.
The article doesn't name how the Teams agent was built, the phone vendor or what either costs
Medium · or we set it up for $197
Microsoft Teams, AI voice persona "Heather" (vendor not named)
The problem
Technicians in the field had to wait on the office for answers on policies and current pricing, and after-hours callers would call the next company on the list.
What happened
Accel reported a 10% increase in sales after adding the after-hours and overflow call system, attributing at least some of it to leads that might otherwise have gone to competitors, per PCT. Lund says AI has "saved me tons of time." Company-reported.
Quoted in the source: Lund, Accel Pest Control. Source: Pest Control Technology: Aye, Robot (2026 State of the Technology Market) (2026-10-12) · Added 2026-10-27.
How to set it up yourself
- What Accel uses: a custom AI agent inside Microsoft Teams that answers from company documents, and an AI voice persona on overflow and after-hours calls. The article doesn't name the phone vendor or how the Teams agent was built.
- Gather the documents your techs ask the office about most: handbook, PTO policy, service price list, treatment and prep sheets. Put current versions in one SharePoint or Teams folder.
- Build an agent that answers only from that folder (Microsoft Copilot Studio is one route; a ChatGPT or Claude project is a simpler test), using the prompt below. Ask it ten real tech questions and check every answer.
- For calls, have the AI take overflow and after-hours calls only: collect name, address, pest problem and a preferred date and time, and promise a callback during business hours.
- Compare booked jobs from after-hours calls before and after, the way Accel tracked its sales change.
Copy-paste prompt
You answer questions from {COMPANY NAME} field technicians. Answer only from the attached company documents: {LIST DOCUMENTS}. Quote the document name and section for every answer. If the documents don't cover it, say "Not in our documents, ask the office" and don't guess. For prices, give the current price from the price list and its effective date. Keep answers under five sentences so they're easy to read on a phone.We set up one AI automation in your tools, live within 48 hours of getting access, for $197. No call needed. Founding price for our first 10 customers (regular $297).
Plumbing, HVAC or home services? Get the scripts ready-made The $39 Plumbing & HVAC AI Starter Kit has ready-to-use call scripts, missed-call texts, estimate follow-ups and review templates, built from 18 real, sourced setups. Instant download, 30-day refund. See the $39 kit
One short email a day: 3 new AI use cases from real small businesses, each with its source and setup steps, plus a Tool of the Day. Free, no spam, unsubscribe anytime.
Rather not do it yourself?
The $197 Quick-Win: we set up one AI automation that saves you hours each week, in accounts you own, live within 48 hours of getting access. No call needed. Refund if it isn't live in 48 hours or isn't doing its job in the first 14 days. Founding price for our first 10 customers (regular $297). Terms.
See the $197 Quick-WinNeed more than one automation or ongoing care? Bigger setups: $149/mo with setup included (6-month minimum), or $497 pay-once. Satisfaction guarantee: we'll fix it until it works. Pay-once setups: or we refund your setup fee. $149/mo plan: cancel in the first 30 days and we refund your first month. We reply within 1 business day.
Related for Plumbing, HVAC & trades
Use an AI assistant for a landscaping company's estimates, messages and marketing
The owner uses an AI assistant he calls 'Willy' to plan routes and track projects, write and translate client messages and estimates, ske…
via Gardenboro Landscaping blog · 2025-11-01Answer client texts in your own voice, just faster, with AI
He pastes a client's text and his own rough reply into AI and asks for a tighter, clearer version; he also used AI to structure maintenan…
via Landscaper's Guide podcast · 2025-11-28Dispatch the right tech to each job type with AI matching
ProBook's AI dispatch ranks technicians by performance on each job type and assigns them.
Running something like this in your business? Submit your use case and we'll credit you with a link.
Get 3 new AI use cases every morning
One email every morning: 3 new AI use cases from real small businesses, each linked to its source, plus a Tool of the Day. Free. No spam, unsubscribe anytime. Privacy
Rather have one set up for you? The $197 Quick-Win.