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

Using AI to increase sales. #servicetitan #hvacbusiness

13 May 2025

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Speaker argues that the highest-impact improvement is to record every customer interaction and process transcripts with AI (Otter AI + ChatGPT) to extract action items, promises, and customer intent. Recording enables accurate follow-up, surfaces opportunities missed in live conversations, and can detect customer disinterest to avoid irrelevant outreach—especially useful for technicians in HVAC or field-service contexts.

The biggest low hanging fruit in a company is recording absolutely every interaction you have with a customer, every single thing that you ever talk about at any time. And here's why. When I do a call with a client, it's recorded. And I go back and otter AI gives me a transcript and I take that transcript and I put it in a chatgpt and I say, what are every single action that I need to do based upon this call? What is everything I promised? What is everything that the customer expects? Well, I've been a technician in the field before. If you're talking to a customer for 45 minutes, what are the chances that you pulled out every opportunity from what you talked about Also, what is it? 00%? Well, the only way to listen that good is to have something recording it. So if I'm with you, John, and I'm a technician in your home, every single thing we talked about will be followed up on because it's recorded. And if we talked about it and you really didn't like it, AI will catch that too and say, look, you talked about duct cleaning with John, but based upon what I know, John really wasn't interested. Don't follow up with him about that because of the way that he responded. And so without recording every conversation, you're dead on what happens.