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Let an AI virtual agent named Karen book HVAC maintenance calls when a promo text floods the phones
Randi Thompson, service operations manager at Bill Joplin's Air Conditioning and Heating (Dallas-Fort Worth), as told in a ServiceTitan customer story
ServiceTitan's AI Virtual Agent, which the team named Karen, books and reschedules maintenance calls directly inside ServiceTitan and escalates to a human CSR when needed. Callers press 1 to talk to Karen instead of a person.
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Easy · or we do it from $497
ServiceTitan AI Virtual Agent
The problem
A preventive-maintenance text to roughly 400 customers sent droves calling at once, tying up four CSRs with a queue of 15 callers and counting. Summer heat makes hold times worse, and seasonal hires take too long to train.
What happened
As reported by ServiceTitan: 1,300+ calls handled in three and a half months; over 90% of the calls Karen answered ended in a booked job, 72% with zero human intervention. Thompson says setup took about 20 minutes, and the team kept up after going from five CSRs to four.
Vendor case study Quoted in the source: Randi Thompson, Service Operations Manager, Bill Joplin's Air Conditioning and Heating. Source: ServiceTitan customer story: Bill Joplin's AI virtual agent Karen (2026-04-20) · Added 2026-10-14. Results as reported by the source; we haven't independently verified them.
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How to set it up yourself
- Start the AI agent on one narrow job, like booking and rescheduling maintenance visits.
- Connect it to your field-service software so it books real slots, not messages.
- Give callers a choice (press 1 for the AI) and keep a clear handoff to a human CSR.
- Turn it on before you send a promo text or email blast so the rush doesn't hit hold.
Rather not do it yourself?
We'll set this up in your tools, in your voice, tested. Single use case $497. Satisfaction guarantee: we'll fix it until it works, or refund your setup fee. Terms. We reply within 1 business day.
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