Sila: Scaling AI Across a Fast-Growing Portfolio

About Sila: A Fast-Growing Roll-Up Across the Northeast and Midwest

Sila Services is a home services platform spanning heating, cooling, plumbing, and electrical brands across the Northeast and Midwest. Sila grows by acquisition, adding new brands every few months.

The Problem: Every Acquisition Meant Starting From Scratch

Growth by acquisition is good for the business and hard on operations. Bringing a newly acquired brand up to Sila's standard used to take weeks: manually configuring ServiceTitan, setting up call flows, training the AI on that brand's tone and service standards, and testing before it could go live.

Sila needed a way to fold in new brands fast, without hiring and training a full call center team each time, and without performance dipping while a new location got up to speed.

The Sila Standard: A Repeatable Playbook

Sila and Avoca built what they now call the Sila Standard: a repeatable, portfolio-wide playbook for rolling out Avoca's AI CSR to any brand, old or new. It has three parts:

1. Optimized ServiceTitan setup using Adjustable Capacity Planning, so every booking window is used to its full potential

2. Uniform AI configuration across locations, so a newly acquired brand needs little more than a phone number to go live

3. Fine-tuned AI behavior matched to Sila's exact standards for service, tone, and efficiency, so a new brand performs like a veteran one from day one

The playbook turned a weeks-long manual onboarding into a process Sila can run on its own timeline.

The Results: Handling Real Scale Across the Portfolio

Avoca is now running across more than 35 Sila locations, handling real volume at every one:

• 130,000+ calls handled per quarter by the AI CSR
• 22% of Sila's total revenue booked directly through Avoca
• 95% AI acceptance rate, meaning of the customers who reach the AI CSR, very few ask to be routed to a human instead
• A quote from a customer, "I didnʼt realize you were a digital assistant. Youʼre a pretty high quality one. I thought you were human, so well done."

On the strength of those results, Sila expanded across the AI front office: they ripped out their legacy web scheduler and replaced it outright with Avoca's Simple Scheduler, rolling it out across 35+ brands in just two weeks. Simple Scheduler converts at a 32% raw booking rate against 11% for the tool it replaced.

As the portfolio keeps expanding, Sila keeps adding more Avoca products across more locations, treating each new brand as the next rollout rather than a one-off project.