Phil Risher argues AI should assist your team, not replace it. Use AI to answer calls when humans aren't available, but have people review AI-made bookings to keep your dispatch board full and handle rescheduling when technicians finish early or customers need changes.
So let's say that a human is on the call and they can't get to that call that's ringing. Fine, have AI answer that. But as soon as you are off that call, you take a look at what AI did. Make sure that it's scheduled in the right spot. Because our goal is to keep the dispatch board full, not just to book calls. And if that AI books that appointment for two weeks from now, that's a mistake. They're going to do it the next available. We hit the summertime and AI is booking two, three weeks out. Trust me, all those customers are calling somebody else, finding if they can get somebody sooner. Now, even if we're booked solid, we might have customers that call in to reschedule. We might have technicians call in and say, hey, they're done early in a specific area. Those situations require oversight. To be able to play a little bit of Tetris, move them around in a very delicate and refined pattern for excellence centric way. AI has a place and you want to use it for that place.
