In Development

AI Phone Attendant

A conversational voice agent that replaces “press 1 for service” with an AI trained on real calls to ask the right questions and route across 6 departments.

13

Routes Trained

6

Departments

The Challenges

01

Six Companies in One

HVAC, plumbing, electrical, pest control, fuel delivery, energy audits. A caller saying 'I need a repair' could mean any of four departments.

“These are, like, six companies in one.” — Alexander

02

Broken Processes Upstream

Most customer frustration isn't about how the call is handled. It's broken policies, unfulfilled callbacks, and promises nobody kept. The agent can't fix what's broken before the phone rings.

“I find broken promises are a big one, and then also gaps in their process flows.” — Alexander

03

Knowledge Gap

Entry-level CSRs are expected to navigate permitting, contracts, emergency protocols, and six different service lines. The knowledge gap is structural.

“We're expecting them to understand how electrical generators get properly permitted? That's never going to happen.” — Alexander

Why This Matters for Every Company

“Voice agents are great because they’re going to force you to address a lot of these issues that you didn’t really know that you had. Every customer I’ve done this with, we’ve changed almost every SOP they’ve had.”

— Alexander Snyder

Agent Personality & Rules

The Agent Does

  • •Warm, friendly greeting — glad the customer called
  • •Asks permission before transferring
  • •Uses phrases like “You’ve come to the right place”
  • •Redirects vendors to info@valiantenergy.com
  • •Handles off-topic requests gracefully

The Agent Does Not

  • •Look up accounts or customer info
  • •Quote prices or schedule appointments
  • •Troubleshoot equipment problems
  • •Assume customer emotions
  • •Go silent — always has a response ready

How the Agent Routes Calls

Tap any route to see what triggers it, how the agent responds, and how it was trained.

Customer Calls Valiant

The Approach

01

Start Simple, Grow Smart

Don't try to build a fully intuitive agent on day one. Start by replacing the basic IVR with a conversational version, then add intelligence as you learn from real calls.

02

Transcripts Are Gold

Before building any voice agent, analyze your call transcripts. You'll find broken processes, repeat caller patterns, and routing gaps that no amount of AI can fix downstream.

03

Fix Before You Build

Often the issue isn't how the CSR handles the call — it's broken policies, unfulfilled callbacks, and upstream process failures. The agent must account for this reality.

Industry Context

Other companies in the group are exploring this too. Brooks Townsend is currently changing their phone answering service — and their new provider offers AI voice agents. Service Titan just launched their AI agent. The industry is moving, and the companies that get it right first will lead.

“It’s really hard to get good CSRs, and that’s a choke point for many of them, and it’s not going to get easier.”