#131 - The AI Call Center Revolution with Avoca Founder Tyson Chen

Owned and Operated - A Plumbing, Electrical, and HVAC Growth Podcast

Join John Wilson and Jack Carr on 'Owned and Operated' as they look into the cutting-edge world of AI-powered call centers for home service businesses with Tyson from Avoca AI. Discover how AI is transforming the efficiency and effectiveness of call centers in the trades, optimizing everything from after-hours calls to specialized CSR allocation. Tyson shares his extensive background in AI, his journey into the trades, and the groundbreaking features of Avoca's platform. Learn about best practices, the impact of empathy statements, and strategies to enhance your call center's performance, all while setting up your team for success.
Episode Hosts: 🎤
John Wilson: @WilsonCompanies on Twitter
Jack Carr: @TheHVACJack on Twitter
Special Thanks to Avoca AI Coaching and Training
Looking to train your call center and technicians back on their calls? Get better performance today with the power of Avoca AI, as your staff learns their pain points and improves end-to-end. We have a special promo code available if you schedule now: ‘OWNED’.
Click here to schedule your demo today.
https://calendly.com/d/cp54-9jr-nht/avoca-ai-demo?month=2024-06

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John Wilson, CEO of Wilson Companies
https://www.wilsonplumbingandheating.com
Jack Carr, CEO of Rapid HVAC
https://rapidhvactn.com

Chapters

1. Introduction (00:00:00)

2. Meet Tyson from Avoca (00:00:33)

3. The Importance of AI in Trades (00:01:02)

4. Challenges and Solutions in Call Centers (00:04:41)

5. Optimizing Call Center Performance (00:07:32)

6. Human in the Loop: Enhancing AI with Human Touch (00:15:44)

7. Exploring AI in Customer Service (00:24:32)

8. Smart Segmentation for Call Handling (00:25:38)

9. Optimizing Call Center Performance (00:26:13)

10. Choosing the Right Call Software (00:29:29)

11. Best Practices for Call Centers (00:30:54)

12. Improving Booking Rates with AI (00:32:16)

13. Tracking and Coaching CSRs (00:34:41)

14. The Importance of Membership Programs (00:42:44)

15. Final Thoughts and Contact Information (00:46:44)