Episode Overview
In the second part of our Pantheon interview with Randi Thompson, Service Operations Manager at Bill Joplin's Air Conditioning and Heating, we discuss the evolution of their AI Virtual Agent, “Karen,” from a basic booking bot to a multi-channel asset. Randi details how the AI now handles inbound calls, outbound missed-call campaigns, text responses, and a highly successful web chat feature that converted 40% of interactions into booked jobs in its first week. She also addresses the common concern of employee displacement, explaining how the AI acts as a support system rather than a replacement for CSRs. This episode provides actionable insights into setting up AI personas, utilizing knowledge bases, and trusting automation to maintain business continuity during staffing shortages.
Join us as we discuss:
[1:38] Early virtual agent implementation challenges and how “Karen” is helping Randi’s team
[6:58] Outbounding, handling missed calls, web chat, and custom greetings
[11:11] Practical advice for CSRs and owners-operators who are on the fence about virtual agents
Check out these resources we mentioned during the podcast:
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