Meet Karen, Lucy, Piper and Jenny. They answer phones, book jobs and never need a sick day.
When ServiceTitan customers started deploying AI voice agents, nobody issued a naming manual. But four shops across the country all landed on the same idea: give her a name.
The results have been entertaining.
Karen — Bill Joplin's Air Conditioning and Heating, McKinney, Texas
Randi Thompson needed a female name fast. Bill Joplin’s Air Conditioning and Heating had originally planned to name their voice agent Keith, after a long-running office joke about how many employees share Keith as a middle name. When the voice had to be female, they needed a new K name.
Someone suggested Karen. The logic wrote itself.
"You just blame it on Karen," Thompson said.
Since January, Karen has handled 1,361 calls. Over 90% have ended in a booked job, with 72% booked by Karen with zero human intervention.
"She's the lowest paid employee I've got," Thompson said, "and she never complains about it."
Lucy — Northwinds Services Group, Rochester, New York
Nicole Little had three criteria: uncommon name, meaningful and easy to remember as AI. Lucy hit all three.
"The second reason, if I'm being 100% honest: I love Lucille Ball," Little said. "She was my icon when I was young."
At Northwinds, Lucy's booking rate runs 80-85% — higher than most of their CSRs. Her talk time is under five minutes; human counterparts average 8 to 10.
“Statistically-wise, KPI-wise, (Lucy) is our very best CSR we could ever wish for,” Little said.
Piper — Superior Plumbing Services, Kennesaw, Georgia
Melissa Mohr turned the naming into a competition. Names went on a whiteboard. The team narrowed it to five finalists, heard each one out loud, then voted. Piper won.
"She's just another employee now," Mohr said. "Even the plumbers refer to her in the first person — 'Oh, Piper took my call. She did a good job today.'"
Piper is averaging an 80% booking rate as a frontline call taker with only a 30% escalation rate. And as a fallback option, she is averaging a booking rate of 70%. She worked Thanksgiving and Christmas.
For the first time in 40 years, every Superior Plumbing employee made it to the Christmas party, thanks to Piper.
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Jenny — Air One Heating and Air Conditioning, Colton, California
Rocky Lozano, owner of Air One, kept it simple: he named his voice agent after a favorite employee. Real Jenny heard about it and called him. She was happy.
Air One deployed Jenny for after-hours overflow, and Lozano noticed something unexpected when listening back to the recordings.
"The people that are calling in sound more robotic than the actual AI agent," Lozano said.
Your Turn
Every voice agent starts the same way. What you do with it is up to you.
ServiceTitan's AI Voice Agent can be built to fit your shop — the name, the voice, the job types she books, the escalation rules she follows and the language she speaks (English or Spanish). Karen answers A/C calls in Texas. Lucy handles no-heat emergencies in Rochester. Piper covered the holidays in Georgia. Jenny takes the overnight shift in California.
Four shops. Four names. Four voice agents built differently.
What will you name yours?
