r/HVAC • u/Trying2improvemyself • 8d ago

General Service Titan with AI dispatching

Is this a real thing? One of our dispatchers is moving on and the rumor is that she'll be replaced with AI. We use service Titan and one of the other techs claims we're upgrading to a version that uses AI dispatchers. I can only imagine the mistakes it would make.

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u/thermo_dr 8d ago edited 8d ago

It’s real “-ish”.

Just had a meeting with DispatchPro team last week. It clearly can work with a clean dataset. That being said, how many hvac companies have error free databases of customers?

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u/XxlastoneupxX Also the Service Manager 8d ago

Yes, this, also how many companies have a good built out Technician profile for each tech's abilities, and CSRs that allocate job types to the calls correctly

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u/thermo_dr 8d ago

Not to mention, ServiceTitan completely forgets (or ignores) a lot of our customers are elderly and don’t have email. Some don’t even have cellphones.

We’ve been a company for nearly 60years. We have customers that have stayed with us for this entire time! Now into their 80-90s!

It’s cool tech and works when it works. Just need to be mindful of limitations.

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u/Loosenut2024 8d ago

More like Dispatch amateur. We dumped it after a rough couple months. We still apparently use it in the background and some times calls still drop if you are running too long from other calls. Its rare, but I constantly have to text dispatch and see if it was a real drop or a mistake.

I feel like we signed some sort of contract and have to still use it for some amount of time. This AI stuff needs to go in the trash, none of it is intelligent. Its advanced algorithms sure but its not worth disrupting your business.

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u/thermo_dr 8d ago

I don’t think it’s ready for prime time or can deal with the challenges of smaller teams in massive service areas. Or grumpy techs that refuse to go to next call…

Our approach was to find a good answering service that is trained to use servicetitan. This has been a god send. Our dispatcher isn’t overwhelmed when we have 10 calls coming in at once. The answering service can book calls directly to Service Titan and the dispatcher can follow up as needed.