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

Worried about AI replacing humans in customer service?

15 Sept 2025 · 1 min

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1:04

Transcript excerpt of a discussion about introducing AI into customer service (CSRs). Speakers address CSR concerns about job displacement, explain that owners can identify high-performing staff and reassign them to more revenue-generating work, and describe AI handling routine bookings and maintenance scheduling—freeing humans to focus on complex calls and reducing hiring needs during peak seasons.

Questions this video answers

75% ("This AI has 75% booking rate.")

50 ("I have 50.")

How do CSRs feel about bringing in AI? Do they feel threatened by it? This AI has 75% booking rate. I have 50. I'm going to get the ax to this technology. How do they feel about that?
Question that I go through with people that were onboarding or that were about to sign up and they say, hey my, I'm worried about how my folks are going to react to this and everything else. The good owners know who their A players are and they know where their A players are going to succeed, when the AI is going to be a success. They figure out how to let the AI have their human better and do things that are more, more revenue generating. AI is going to book the maintenances, the simple fixes. Anything that comes through with these trigger words, we're going to send on someone that's going to be available and they're going to be able to book that job and do a really good job. When it does come to peak season next year, I don't have to worry about adding more people. It's going to be a tool that's going to make your life easier. It's going to make the calls that are coming in, you know that they're going to be the calls that truly need human attention and then everything else you know, you can, you can leave to the AI.