Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

AI CSR vs Angry $20K Customer

26 Sept 2025

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Transcript excerpt from a YouTube video ("AI CSR vs Angry $20K Customer") capturing an early phone-call exchange: a customer who spent $20,000 on a newly installed air conditioner complains that it isn’t working despite multiple technician visits, and an (AI) customer service representative responds with apologies and offers to reschedule a technician visit.

Thank you for calling Free.
Listen, you guys were just out here a couple of days ago. You installed my air conditioner, and now it's not working.
I'm really sorry to hear that your new air conditioner isn't working. That sounds incredibly frustrating, especially after just having it installed.
Yeah, I spent $20,000 on this thing, and I'm so tired. You guys have been out so many times. I. I just don't know what to do.
I completely understand how upsetting and exhausting this must be, especially after such a big investment and having to deal with repeated visits. I want to make sure we get this resolved for you as quickly as possible. Let's get you back on the schedule so a technician can come out and take a look right away.
You know, I don't even know if I want to get on the schedule. You guys have been out and sent what you told me was your best technician. He wasn't obviously your best technician because he didn't know what he was doing.
I truly hear your frustration, and I'm so sorry you had to go through this, especially after being told you'd have the best technician and still not getting the results you deserve. Your experience is not what we want for our customers.