Why Avoca Has a Human in the Loop Program
Avoca's AI CSR handles 80–85% of inbound calls for a service business. The Human in the Loop program backstops the rest with trained human CSRs who pick up...
Introduction
Avoca's AI CSR can handle 80–85% of inbound calls for a service business. It understands context, gathers customer info, and books the job directly into the CRM. Five years ago that number was effectively zero. We've seen significant customer adoption in the past couple of years.
That said, we're still early in this shift. There are edge cases that deserve to be handled by a human, and whether that stays true forever or changes in the next year, time will tell. What we know today is that a single lost call costs the business. So we built a Human in the Loop program: trained human CSRs who pick up exactly where Avoca's AI CSR hands off.
What is Avoca's Human in the Loop program
Human in the Loop is a team of Avoca-trained CSRs that backstops the AI CSR. When a call is escalated, Avoca's AI CSR warm-transfers it to a human with the full context already in hand. The human CSR takes over to finish the call.
Our human CSRs sit across North America. They're trained on home services and on the Avoca platform itself, so the handoff feels seamless to the customer.
What strong handoff looks like
The AI CSR to human handoff is where the customer experience holds together or breaks.
We train the CSRs on the receiving end specifically for this work. They learn how HVAC, plumbing, electrical, and roofing calls actually run, and they learn the Avoca platform itself, including how to read the summary from Avoca's AI CSR and pick up a conversation mid-thread.
The handoff carries:
- Who is calling and the number they came in on
- The service they are calling about and the reason the call escalated
- Their address and whether the account already exists in the CRM
- Residential or commercial, equipment age, and homeowner status
Having this in a closed loop program provides visibility of the full customer journey in a single platform.
How we train CSRs in an AI world
CSRs used to be trained as generalists, fluent in every scenario. With Avoca's AI CSR handling the majority of inbound, that doesn't make sense anymore.
Our human CSRs only see the harder 15 to 20 percent the AI CSR passes off. So we train them on fewer use cases and go deeper on each one. Every CSR roleplays against Coach, Avoca's scoring product, in the exact scenarios they'll handle in production. Nobody takes a live call until they're consistent.
The team that comes out of it is smaller, more specialized, and better at the calls that matter most.
The bottom line
The share of calls that need a human is shrinking quarter over quarter, and that trend will continue. Avoca exists to help home services pros maximize their booking rate. Avoca's AI CSR does the heavy lifting and Human in the Loop catches what's left. Together they make sure every bookable job gets captured.
The platform gets smarter every day it runs. The mix will keep shifting with it. For now, every job gets booked.
