Crown Hill Heating & Air: from phone tree to a line that never rings out.
How a busy local HVAC company replaced its phone menu with a conversational voice agent — mapped to its calls, bounded for safety, and measured on the numbers that matter.
Executive Summary
Crown Hill Heating & Air (fictional) is an eight-tech HVAC company in Worcester. Its office manager couldn't dispatch crews and answer the phone at the same time, so calls hit a menu or voicemail — especially after hours and during cold snaps, exactly when the most urgent and valuable calls come in. The owner wanted to stop losing those callers without adding headcount or risking a clumsy bot on the line. This walks through the Map / Build / Govern / Measure method applied to their phone.
The Problem
- ■ Roughly 1 in 3 calls went unanswered during working hours
- ■ After-hours emergency and new-customer calls hit voicemail and rarely called back
- ■ The phone menu frustrated existing customers trying to reschedule
- ■ The owner would not risk an unbounded bot quoting repair prices or making promises
Approach — Map, Build, Govern, Measure
Map the calls
We listened to a week of calls and mapped why the phone rang: new service-call booking, rescheduling, billing and maintenance-plan questions, service area and hours, and genuine emergencies. Each intent got a defined outcome and a clear rule for when a human must take over.
Build the agent
We built one agent with four bounded jobs, connected to the company's existing number and scheduling system.
Boundary rule: the agent never quotes a repair price, diagnoses equipment over the phone, or promises an arrival time it can't book. Anything it can't safely handle goes to a person.
Govern the risk
Each intent was assigned a risk tier with a matching control. Emergencies route to a human immediately — and a suspected gas leak triggers a fixed safety script: leave the building and call 911 and the gas company before anything else. Every call opens with an AI and recording disclosure, and recordings and transcripts are retained for the company. The agent's configuration is version-controlled and every change is tested before it touches the live line — and can be rolled back in minutes if anything drifts.
Measure the result
Adjust criteria: if booking accuracy falls below 95% in the first month, the agent reverts to capturing details for office confirmation until it stabilizes.
Rollout
Call mapping, knowledge base, agent build, scheduler integration, number connected.
Escalation and safety rules, test calls, after-hours go-live first, then full hours.
Monthly review of answered calls, bookings, and escalations — with tuning and added intents.
What we built — and run
- A conversational voice agent on the company's existing number
- Live scheduling, FAQ answering, emergency routing, and after-hours capture
- Governed escalation paths with a full call audit trail
- A monthly report of answered calls, bookings, and escalations
- Monthly measurement, tuning, and new intents as the company grows
We didn't hand this off. We built it, deployed it, and run it for the company — month to month.
What is your phone costing you?
Estimate the calls — and the revenue — slipping through today in a few quick questions.
Estimate Missed-Call Cost →Want this for your business?
Book a free call audit. We'll listen to how your calls are handled today and show you exactly what a voice agent would catch.
Book a Free Call Audit →