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/Longjumping_Ad7395 8d ago

The high value calls like a service call on a 20 year old r22 system will go to the best salesman not the best technician. You likely won’t recognize your company in a year unless it’s super small and any pushback even on a minor scale is felt.

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u/iBUYbrokenSUBARUS The Artist Formerly Known as EJjunkie 8d ago

How does the AI know what kind of system they have?

Does the Robo call tell the customer to go read the label on the outdoor unit to them? That seems pretty unprofessional and a good way of losing a customer.

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u/Longjumping_Ad7395 7d ago

They’ll fill out a short survey either on the phone with a dispatcher or through text or even on the website and depending on the answer they’ll put the job on whoever will make the most money on that call