The setup

Southeast Comfort HVAC, based near Charleston. 4 techs. Twilio number already active. They turned on AI Call Answering the first week of November.

The 6-week numbers

• Total calls answered by AI: 812
• Booked directly on the calendar: 574 (70.7%)
• Escalated to human callback: 189 (23.3%)
• Hung up during greeting: 49 (6.0%)

What the AI did well

Emergency triage ("no heat, freezing tonight") → same-day booking. Standard tune-up requests → next-available slot. Simple pricing questions → confident answers pulled from the service catalog.

Where the humans still win

Multi-property commercial contracts, insurance-covered water damage jobs, and any call where the customer specifically asked for the owner.

Bottom line

70% of inbound calls now book without touching a human dispatcher. The office manager reclaimed 3-4 hours a day. Same crew, same trucks, 30% more revenue during month 2. Enterprise tier pays for itself in recovered opportunity cost alone.