SEPTEMBER 2023 RELEASES
September 2023 Releases
8 AI Agent Use Cases for Home Service Companies
Whether you’re a mover, installing windows, plumbing, or any other kind of home service, your customer interactions need to be fast, precise, and personal.
How are you beating your competitors to the right customers in a way that feels personalized? In a way that feels better?
Maybe you’re considering AI Agents, but aren’t 100% sold that they’ll be able to pass the test.
Here, we’ll dive through how home service companies are currently using Regal’s AI Agents to scale their customer support, and improve:
- Speed: Getting to the right people, through the right channel, with the right agent (human or AI) faster.
- Capacity: Outreach capacity (across both inbound and outbound) and tech capacity (centralizing data and systems to always inform outreach in real-time, and better arm agents with valuable insights). Plus, setting up the infrastructure to handle seasonal waves in a simple, cost-effective way
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The most advanced home services companies—think Angi, Kohler, Pella—are already using AI Agents to connect with customers faster, drive more conversions, and get more value per every interaction, without spilling the budget on temporary headcount.
Home service companies working with Regal have already:
- Reduced time-to-answer by 96%
- Raised answer rates by 114%
- Unlocked 100% consistency in lead qualification
- Increased speed-to-lead by 42%
- Increased monthly conversions by as much as 41%
Whether you're running a lean team or staffing up for peak season, AI Agents help you increase capacity without increasing costs.
Below, we break down the 8 most common use cases for home service companies using Regal AI Agents—pulled from real-world examples in moving & logistics, HVAC, plumbing, pest control, lawn care, and more.
Let’s future-proof your contact center.
8 AI Agent Use Cases for Home Service Companies
Home improvement and home services companies are adopting AI Agents to do the following:
1. Lead Qualification
If you’ve ever found yourself asking…
- How can I make sure my agents aren’t wasting time calling unqualified leads?
- How do we identify high-intent customers faster without burning out our agents?
How do AI Agents help home service companies automate and accelerate lead qualification?
AI Agents automatically screen and prioritize new leads so your team only talks to prospects that are ready to book.
The typical issue: Your reps are spending hours chasing leads that never intended to buy. Manual qualification slows you down, creates inconsistent experiences, and kills speed and conversion rates.
What AI Agents can do: AI Agents qualify leads instantly—by phone, SMS, or web—so only the most qualified get passed to your more experienced agents.
AI Agents do this by:
- Reaching out instantly when a form is submitted or a call is missed
- Asking qualifying questions about service type, urgency, location, and budget
- Scoring and segmenting leads in real-time based on criteria (customized for your business)
- Routing ready-to-book leads to reps, and shelving low-intent ones for nurture
- Updating your CRM after every customer interaction
This should increase both speed and conversion efficiency. AI Agents handle the grunt work of filtering your audience. Your human agents only interact with who they need to.
2. Appointment Scheduling
If you’ve ever found yourself asking…
- Why do we keep missing scheduling windows with ready-to-book leads?
- Can we automate appointment booking to make it less of a game of phone tag?
How do AI Agents help automate appointment scheduling with homeowners?
It can take a lot of back and forth to catch someone at the right moment. Your human agents end up making multiple calls with no payoff.
AI Agents self-sufficiently schedule jobs with qualified customers. No human bottlenecks, no wait times, no back-and-forth.
The typical issue: Customers are ready to book, but your team is tied up. By the time someone calls back, they’ve gone with a competitor, or simply lost interest.
What AI Agents can do: AI Agents book appointments across voice, SMS, or web chat, fully integrated with your calendar and job systems.
AI Agents do this by:
- Offering real-time availability during calls or digital conversations
- Matching customers with the right time slot, crew, or technician
- Sending instant confirmation and adding the job to your calendar
- Updating the CRM automatically so your team is always in sync
This allows you to boost set rates without adding more work for your human agents. As routine appointments need to be scheduled (and rescheduled), AI Agents can pick up most (if not all) ofthe legwork.
3. Appointment Confirmation
If you’ve ever found yourself asking…
- Why are our no-show rates still so high?
- How do we send more confirmations without putting more on our agents?
How do AI Agents help home service companies automate appointment confirmation?
AI Agents confirm appointments automatically so your team can reduce no-shows and keep your team and customers up-to-date. It’s just one of the many ways AI Agents can be used for proactive outreach.
The typical issue: You’ve scheduled the job, but customers forget, need to reschedule, or cancel last minute. Your agents reach out unsuccessfully. Your calendar starts to get muddy.
What AI Agents can do: AI Agents confirm every appointment with a quick check-in call or text—days or hours before the job (whatever cadence you prefer).
AI Agents do this by:
- Sending proactive SMS or calls to confirm/re-confirm availability
- Giving customers the option to reschedule or cancel if needed
- Updating your systems instantly to reflect changes
- Notifying the right team if there's a change in status
Predictability is a huge time and cost factor. AI Agents make sure your calendar is predictable and full, while saving your human agents from having to manage every routine appointment.
4. Job Rescheduling
If you’ve ever found yourself asking…
- Why does rescheduling one job throw off our entire day?
- Why does it take five touchpoints just to move an appointment?
- Can we automate last minute reschedules?
How do AI Agents help home service companies reschedule jobs?
AI Agents handle all the back-and-forth of job rescheduling, without eating up your team’s time or screwing up your calendar.
The typical issue: Customers’ schedules change, techs run late, and weather and other backups happen. Rescheduling is manual and disruptive. It’s an unpredictable drain on agent productivity.
What AI Agents can do: AI Agents can manage reschedules over SMS or voice, syncing changes across your dispatch and CRM systems in real-time.
AI Agents do this by:
- Initiating reschedule flows when jobs are at risk of delay
- Offering new availability, confirming new times, and updating calendars
- Keeping techs and ops teams up to date with alerts and updates
There’s always going to be a ton of reactive support needed from your team. AI Agents are always ready, always available, and plugged into all of your systems.
5. Day-of-Service Updates
If you’ve ever found yourself asking…
- How do we make the day-of experience more personalized and connected?
- Is there a way to send more updates to customers without burning out our agents?
How do AI Agents keep you and homeowners tuned in with day-of-service updates?
AI Agents proactively update customers before, during, and after service—so they feel informed and in control.
The typical issue: Customers feel left in the dark. They get annoyed waiting around. Your inbound lines get flooded with “just checking in” calls.
What AI Agents can do: AI Agents send timely, personalized updates so customers know exactly what to expect, and when to expect it.
AI Agents do this by:
- Sending pre-arrival reminders the day of service
- Introducing the technician and sharing ETA automatically
- Notifying customers of delays or job status changes in real time
- Keeping dispatch informed without manual follow-up
This is a great way to build trust and retain customers. You can increase volume, while simultaneously taking a great deal of work off of your human agents.
6. Customer Service Requests
If you’ve ever found yourself asking…
- Why are we still routing basic questions to our most expensive reps?
- How do we offer faster support without ballooning headcount?
How do AI Agents help manage home service customer support requests?
AI Agents handle repetitive customer inquiries 24/7, so your team can focus on higher-value interactions.
The typical issue: A lot of inbound calls are simple. “What’s your availability?” “How do I prep for my appointment?” “Does your team also do XYZ?”
They can still tie up your team for hours everyday.
What AI Agents can do: AI Agents resolve common questions instantly across voice and SMS, and escalate the conversations that need to be escalated.
AI Agents do this by:
- Recognizing common support requests using NLP
- Giving instant answers based on your knowledge base and past jobs (through natural conversation—no “press 1 for…” interactions)
- Escalating complex issues to human reps with full context
- Logging all interactions directly in your CRM
Your customers get fast, accurate help. No waiting around. Your team gets its time back.
7. Post-Service Check-In
If you’ve ever found yourself asking…
- How do we drive easy repeat business and 5-star reviews?
- Are there automated ways for us to drive more repeat customers?
How do AI Agents help home services companies keep customers engaged after service?
AI Agents follow up after every job to check-in, drive reviews, send reminders on additional service, and initiate payment reminders—doing so from end-to-end with no human intervention.
The typical issue: Once the job’s done, your team moves on. And so do your customers. You’re not driving reviews or a ton of repeat customers because it’s too much of a burden on your team.
What AI Agents can do: AI Agents check in after service completion to gather feedback, solve any remaining issues, and offer next steps/recommendations.
AI Agents do this by:
- Sending automated follow-up calls or texts after each job
- Asking for satisfaction ratings or feedback
- Prompting happy customers to leave a public review
- Offering seasonal services or upsell opportunities
When it comes time again for your customers to need a service, you’ll be the first ones they think of.
8. Invoicing and Payments
If you’ve ever found yourself asking…
- Can we reduce administrative workload while being more proactive with payment reminders?
- How do we get ahead of payments before they’re missed?
How do Home Services AI Agents help automate and accelerate invoicing and payments?
AI Agents handle payment reminders and walkthroughs so you can close the books faster, and with less friction.
The typical issue: Invoices get lost. Customers forget. Your team becomes part-time bill collectors instead of revenue drivers.
What AI Agents can do: AI Agents follow up on unpaid invoices, explain balances, and guide customers through payment steps.
AI Agents do this by:
- Automatically reminding customers when a bill is due
- Following up on outstanding payments with polite persistence
- Helping walk through online or mobile payment options
- Alerting your team only when a human step is required
You can get paid faster, without annoying your customers or your agents. Be proactive when you need to be. Send reminders to customers when they need constant reminders.
Built for Success, No Matter the Season
AI Agents drive speed, they increase capacity, and they make all of your workflows and interactions predictable. For you and your customers.
What’s perhaps most important to keep in mind regarding the use cases above?
- AI Agents don’t require re-training.
- You can turn them on and off as needed.
It could be an HVAC surge during a heat wave. A restoration spike after a damaging weather event. Maybe you just have a seasonal business and rely heavily on temporary staffing.
Whatever the case, your AI Agents are always ready to go, at whatever scale you need, and you only pay for what you use.
That is how you future proof your home service contact center.
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