Owned and Operated Podcast Episode #194: "This AI Transformed Customer Service—Here's How Avoca Did It"
Release Date: May 8, 2025
Hosts: John Wilson and Jack Carr
Guest: Rafi from Avoca
Introduction
In Episode #194 of "Owned and Operated," hosts John Wilson and Jack Carr delve into the transformative impact of Artificial Intelligence (AI) on customer service within the home services industry. The episode features a special guest, Rafi from Avoca, who shares insights on how Avoca's AI-driven solutions are revolutionizing call centers for plumbing, electrical, HVAC, and other trade businesses.
Guest Introduction and Avoca Overview
Timestamp [00:35]
John welcomes Rafi, highlighting his presentation on AI in call centers from their recent Breaking5 workshop. Rafi introduces Avoca as a specialized voice AI platform designed for the home services sector. Unlike traditional solutions that aim to replace human jobs, Avoca focuses on augmenting human call center operations to enhance efficiency and lead conversion rates.
Notable Quote:
"Avoca is here to not necessarily displace the human talent in the call center, but kind of aid to that."
– Rafi [01:15]
Enhancing Lead Conversion with AI
Timestamps [00:00 - 03:23]
The conversation highlights the critical importance of quick lead response times. Rafi emphasizes that responding to leads within 10 seconds quadruples the chance of conversion. Avoca's AI ensures that every incoming call is answered promptly—24/7—handling overflow during peak times and after hours.
Notable Quote:
"The data shows that, you know, that lead has literally four times the amount of a chance to actually be converted if it's picked up in under 10 seconds."
– Rafi [00:04]
John shares his experience of reducing staffing needs during nights and weekends thanks to Avoca, leading to significant cost savings and operational efficiencies.
Avoca’s Growth and Industry Adoption
Timestamps [03:21 - 07:08]
Rafi discusses Avoca's rapid growth, expanding from just a few employees to nearly 40 in-office staff. He attributes this success to the increasing adoption of AI in the industry, moving from early adopters to becoming a necessity for competitive businesses.
Notable Quote:
"It's the standard. You just got to do it. If you don't do it, you're falling behind."
– Rafi [03:38]
Avoca's clients range from small businesses to large enterprises, with peer groups showcasing significant usage among companies with revenues between $20 million to $100 million.
Success Stories and Case Studies
Timestamps [06:35 - 11:57]
Rafi highlights notable clients like AAA Solutions in the Denver metro area and a company in Memphis using Avoca to manage overflow calls. He explains how Avoca not only answers calls but also provides data-driven insights on call handling, enabling businesses to coach their Customer Service Representatives (CSRs) more effectively.
Notable Quote:
"Coach is able to provide feedback on every single call, even the calls from your human CSRs, by really giving them data-driven insights."
– Rafi [07:08]
John shares a transformative case where a $100 million company reduced its CSR count from 70 to 9 while scaling operations, underscoring Avoca's significant impact on cost savings and efficiency.
Notable Quote:
"When you listen to your own call centers ... I spent a hundred dollars on you to just totally that up in 10 seconds."
– John Wilson [00:09]
Cost Savings and Operational Efficiency
Timestamps [11:51 - 15:36]
The discussion delves into the tangible financial benefits of implementing Avoca. John notes a reduction in monthly answering service costs from $8,000 to approximately $3,500, highlighting substantial savings. Additionally, Avoca's ability to achieve a 7-second pickup rate ensures that leads are captured before potential customers abandon the call.
Notable Quote:
"We went from $8,000 a month to our answering service to ... $3,500 or so."
– John Wilson [14:33]
Rafi reinforces the importance of rapid response, stating that leads answered within the first 10 seconds have a significantly higher chance of conversion.
Notable Quote:
"That lead has literally four times the amount of a chance to actually be converted if it's picked up in under 10 seconds."
– Rafi [15:32]
Advanced AI Applications Beyond Call Centers
Timestamps [17:44 - 19:48]
Beyond call centers, Avoca's AI solutions extend to field operations, including coaching for in-field technicians and AI-driven dispatching tools. Rafi mentions partnerships with companies like RILLA and ProBook, which utilize AI to enhance technician performance and optimize job assignments.
Notable Quote:
"Having the ability to actually like coach them correctly ... dispatch software can manage the board, there's no need [for additional administration]."
– Rafi [18:19]
John speculates on the future of AI in administration teams, suggesting that integrated AI solutions could eventually reduce the need for extensive administrative staff.
Implementation Tips and Best Practices
Timestamps [20:30 - 21:25]
Rafi offers practical advice for businesses looking to integrate AI into their call centers:
- Start Small: Begin with managing after-hours and overflow calls to test and refine the AI system.
- Understand Booking Rates: Accurately track and analyze booking rates to identify areas for improvement.
- Iterative Improvements: Regularly update and fine-tune AI systems to adapt to evolving business needs.
Notable Quote:
"Start slow. And then really, I think the biggest thing ... understanding your true booking rate."
– Rafi [20:44]
John shares his learning curve regarding raw booking rates, emphasizing the importance of accurate data tracking to maximize AI benefits.
Final Thoughts and Takeaways
Timestamps [21:26 - End]
John and Rafi wrap up the discussion by reiterating the immense value Avoca brings to home service businesses through AI-driven customer service solutions. They emphasize the dual benefits of cost savings and enhanced lead conversion, making Avoca a standout choice in the AI CSR landscape.
Notable Quote:
"Evoca seems to rise to the top every time. They answer every call in the first ring, they sound just like a real person, and they don't take breaks."
– John Wilson [11:58]
Rafi encourages businesses to adopt AI thoughtfully, ensuring systems are tailored to their unique operational needs for optimal results.
Conclusion
Episode #194 of "Owned and Operated" offers a comprehensive look into how Avoca's AI solutions are transforming customer service in the home services industry. Through engaging discussions and real-world examples, listeners gain valuable insights into the benefits, implementation strategies, and future potential of AI in enhancing business operations and driving growth.
For more information, visit www.avocaAI.com.