Scaling the Sila Services Standard with Avoca AI
Handles over 90% of call volume for Sila’s 40+ brands creating the Sila Standard
Overview
Building the gold standard in home services, Sila Services operates more than 40 HVAC, plumbing, and electrical brands across the Northeast and Midwest. With 3,000+ employees and 1,200 technicians, Sila is redefining what a modern home-services platform looks like, backed by leading private equity and powered by best-in-class technology.
As Sila grew, so did call complexity. Thousands of daily inbound calls, inconsistent after-hours coverage, and decentralized playbooks meant revenue was leaking at the front line. To maintain its customer-first promise while scaling, Sila needed a new kind of workforce, one built on AI.
Before Avoca: Revenue Leaks
Even the strongest brands were losing opportunities before a job ever reached the board.
- Missed calls = missed revenue during peak hours and weekends
- Long holds and voicemails eroded customer trust
- 40+ brands, 40+ playbooks, no unified call standard
- Manual QA covered only a fraction of interactions
- Leadership lacked visibility into true booking performance
When every call could mean thousands in revenue, Sila needed a scalable way to answer every call, measure every outcome, and replicate its best CSRs everywhere.
After Avoca: Never Wasting a Marketing Dollar
With Avoca's AI workforce on the front line, Sila now delivers a consistent, high-quality experience across every brand.
- Every call answered in seconds, 24/7
- Jobs booked directly in ServiceTitan
- Consistent scripts and tone across all brands
- Unified visibility into call outcomes and booking performance
- Real-time visibility into booking rates and revenue performance
Avoca became Sila's always-on CSR team, combining instant response with data-driven insight. For operators, that means faster bookings and zero wasted marketing spend. For leadership, it means total visibility and control across the platform.
Results
Avoca now answers every call in under three seconds, no queues, no missed opportunities. Across Sila's live brands, nearly all inbound volume is handled end-to-end by AI, driving measurable improvements in booking efficiency and customer satisfaction.
- ~90% of calls handled by Avoca across live brands (Jan-Oct '25)
- <10% transfer rate, with most calls resolved without escalation
- 80K+ outbound calls, Avoca fills boards autonomously and recovers missed opportunities
- Abandonment near-zero, even after hours and during seasonal peaks
- Performs within 2% of Sila's top CSRs, even on complex or high-pressure calls
What began as an experiment in AI call handling is now the operational heartbeat of Sila's platform, unlocking measurable ROI, unified standards, and a customer experience that scales as fast as the business grows.
“Avoca came in with deep industry & AI expertise, worked with me to develop the Sila Standard, and now we're rolling out the system Sila-wide at an exceptional pace”
— Keith Chisholm, CTO of Sila Services
Onboarding Timeline
From kickoff to full deployment — here's how the rollout progressed.
Avoca and Sila’s team launched with three pilot brands to map call flows, train models, and integrate directly into ServiceTitan. Within two weeks, Avoca was handling live inbound traffic and benchmarking booking rates against top CSRs.
After validating results, Avoca expanded to 25 additional brands, tailoring local scripts and brand voices while standardizing metrics. Weekly feedback loops between Avoca’s AI ops team and Sila’s leadership accelerated refinement and adoption.
By the end of month three, Avoca was live across 80% of Sila’s portfolio, managing thousands of daily calls, outbound campaigns, and automated QA. Platform-wide dashboards gave executives real-time visibility into booking rate, answer time, and revenue capture.
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