Agent – Emergency Triage & Booking

RMI Heating and Air Conditioning, a certified HVAC contractor serving Orlando and Central Florida since 2006, was losing calls it couldn’t always answer – evenings, weekends, and peak summer demand when every technician was already in the field. We built Lisa, a conversational AI voice agent on Retell, orchestrated through n8n, to handle every inbound service call the way a calm, experienced receptionist would. Lisa listens first, then identifies whether the call is a true emergency or a routine request. Safety risks – a gas smell, burning, sparking – skip troubleshooting entirely and transfer to a live technician in under five seconds. For everyday issues, Lisa asks permission, then walks the caller through simple checks one step at a time, often resolving a thermostat or tripped-breaker problem without sending a truck. When a visit is needed, she pulls real-time availability, offers two slots, and books the appointment on the spot. Returning callers are recognized by phone number before Lisa says a word, so their name, address, and history are already loaded, and every completed call is logged to Google Sheets automatically – building the database with zero manual entry. The result: no missed after-hours calls, consistent intake on every call, and an office team freed for escalations and technician coordination instead of routine phones.