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Let an AI virtual agent book after-hours and weekend HVAC calls in English and Spanish instead of an answering service

who Julissa Moulder, CSR/dispatcher at Air One Air Conditioning, Heating, Plumbing & Electric, a family business of about 12 employees in Colton, California, in a ServiceTitan customer story

The problem

After 5 p.m. and on weekends, calls rolled to a third-party answering service that often picked up two to three minutes into the ring, couldn't book into the scheduling software and couldn't take calls in Spanish. By the morning callback, many callers had already hired someone else; Moulder estimates the old setup converted around 30% of after-hours calls in summer.

What happened

Air One went live in January. By its internal call tracking (non-leads such as marketing calls removed first), nearly every after-hours lead between March and mid-June converted to a booked call; the story notes that figure and the old ~30% estimate don't cover the same period or measure quite the same thing. Early on the agent offered next-day slots for plumbing emergencies until the shop rebuilt its job types around urgency. Moulder no longer starts the day with a pile of overnight callbacks.

Quoted in the source: Julissa Moulder, CSR/dispatcher, Air One Air Conditioning, Heating, Plumbing & Electric. Source: ServiceTitan customer story: Air One's virtual agent makes sure after-hours and weekend callers don't just call someone else (Mike Persinger) (2026-07-24) · Added 2026-10-22.

How to set it up yourself

1. What Air One uses: ServiceTitan's AI Virtual Agent, set up on the job types it had already built in ServiceTitan. Most of the setup was deciding what the agent may book, and when it must hand a call to a person.
2. Before go-live, sort your job types by urgency (for example an active water leak or no cooling in a heat wave versus a routine tune-up) and give the agent access to after-hours technician shifts for the urgent ones, so it doesn't offer an emergency a next-day slot. Air One found this gap only after launch.
3. Write the agent's rules with the prompt below (languages, what it may book, what it must escalate) and load them into your field-service software's AI agent.
4. Call it yourself in English and Spanish before turning it on, then review the first two weeks of after-hours calls each morning and fix any job type or rule where a caller was offered the wrong slot.

Copy-paste prompt

Write the call rules for an after-hours AI phone agent at {COMPANY}, a {TRADES} company in {CITY}. Answer in English or Spanish, matching the caller. It may book these job types: {JOB TYPES IT CAN BOOK}. Treat these as urgent and book them tonight into the on-call shift: {URGENT JOB TYPES}. Offer the next open daytime slot for everything else. Take a message and flag for a person: {ESCALATION LIST, e.g. billing, complaints, commercial jobs}. Never quote prices or diagnose problems. End every call by reading back the name, address, phone number, time window and problem in the caller's language.

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