Home Alliance

Home Services

Airtable
Node JS
Bard
Twillio

About project

Home Alliance is a company providing convenient and professional home services across the U.S. They assist homeowners in finding reliable contractors for appliance repair, HVAC systems, plumbing, electrical work, and air duct cleaning.

Project Duration

4 weeks

Client’s location

USA

Tech stack

Node JS
Bard API
Airtable
Twillio API

Team

BA
Full Stack Developer

Industry

Home Services

Type of work

AI Solutions

Business Challenges

Home Alliance approached us with the goal of implementing a call quality control system that would reduce the workload on supervisors and eliminate the need to hire additional staff.

Diverse Department Structure:
The company operates five departments, each focusing on a specific service category: appliances, HVAC, electrical work, plumbing, and air duct cleaning. Each department functions as an independent unit.
High Call Volume:
The company processes a significant number of inbound and outbound calls every month.
- Inbound agents handle appointment scheduling.
- Outbound agents manage customer support and cold calls.
Limited Supervisory Resources:
Due to the high volume of calls, only a fraction can be reviewed by the current team, leaving many interactions unassessed.
Insufficient Analysis:
The lack of a comprehensive quality overview complicates decision-making to enhance service performance.

Objective: Automate the call evaluation process to ensure complete quality control and improve overall company efficiency.

Our Solutions

Integration with Twilio:
We automated the retrieval of call audio files, converted them to text, and analyzed the transcriptions using AI. Based on the responses, a Score metric was generated to evaluate agent performance.
Flexible Scoring System:
The system allows for customizable scoring rules, ensuring personalized and accurate evaluation of each operator.
Solution for Home Alliance:
We developed a user-friendly admin panel for supervisors, featuring:
- Interfaces for working with prompts and call lists.
- Performance statistics for call center agents.
- Dedicated dashboards for each department (Appliance, HVAC, Plumbing, etc.).
This provides a comprehensive overview and process management, allowing for easy monitoring of operator performance and prompt responses to changes in customer service.

home alliance

Results

We delivered a comprehensive system that automatically analyzes inbound and outbound calls, evaluates agent performance, and generates detailed reports on efficiency.

The solution enables management to quickly address issues, improve customer service quality, and enhance the overall productivity of agents in each department — from booking appointments to support and cold calls.

By implementing Managed AI Services, Home Alliance optimized its contact center operations without increasing staff, ensuring high-level customer service and streamlined internal processes.

Let's grow
your business
together

We’ll contact you within a couple of hours to schedule a meeting to discuss your goals.

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Project details