What is Avoca?
Avoca provides AI agents that answer calls, texts, and web chats to book jobs for home service businesses. It targets industries such as HVAC, plumbing, roofing, electrical, and auto repair. Access requires booking a demo with the vendor.
What are the features of Avoca?
- Inbound call answeringAI agents answer incoming calls, handle emergency escalations, and book jobs around the clock while syncing data to the CRM.
- Outbound re-engagement campaignsMulti-channel drip campaigns across SMS and phone calls designed to contact past customers and fill scheduling boards.
- Call scoring (Coach)Real-time scoring of agent calls to surface missed opportunities, with automated coaching for customer service representatives.
- Web chat widgetA website chat tool intended to engage visitors and capture leads directly from a business's site.
- Self-service scheduling (Simple Scheduler)An online booking interface allowing customers to schedule appointments without speaking to an agent.
- CRM integrationConnects with ServiceTitan to sync booked jobs and customer data directly into the existing dispatch system.
What are the use cases of Avoca?
- Consolidating multiple call centersGranite Comfort replaced nine separate call centers and after-hours vendors with Avoca across its residential HVAC and plumbing brands.
- Maintaining operations during outagesThe AI answered and booked client calls when a hurricane knocked out a company's phones and internet connection.
- Handling overflow volumeBusinesses route unanswered calls to the AI after internal hold times reach several minutes, capturing leads that would otherwise be lost.
