Project Overview
CxC is an AI-powered coaching and call optimization platform built for the trades and field service industries. By leveraging advanced large language models (LLMs), natural language processing (NLP), and retrieval-augmented generation (RAG) technologies, CxC delivers real-time coaching, context-aware guidance, and automated insights for customer service representatives (CSRs), field technicians, team leaders, and coaches — enhancing call outcomes, operational efficiency, and customer conversions
Business Challenges
- Manual call logs and notes slowed response times and reduced accuracy.
- Customer service reps struggled to convert inquiries into booked jobs without deeper contextual support.
- Technicians often lacked pre-job customer insights, impacting communication and sales outcomes.
- Leaders and coaches relied on inconsistent, subjective call reviews rather than data-driven performance insights.
Solution
- Implemented a bot marketplace with role-specific AI bots that offer real-time insights and guidance based on actual call data.
- Automatically pulled customer history, intent signals, and key job details to prepare technicians and CSRs before every interaction.
- Provided instant coaching during calls, flagging key moments and recommending actions to improve conversions and service quality.
- Utilized RESTful APIs, webhooks, and encryption to deliver scalable, secure performance across teams and locations.
- Connected with existing systems like ServiceTitan to synchronize data, automate summaries, and streamline workflows without disruption.
Approach
- Conducted discovery workshops to identify role-specific pain points and tailored bot solutions.
- Built and fine-tuned advanced NLP and LLM pipelines to interpret conversation intent, sentiment, and coaching opportunities.
- Designed intuitive UI flows that deliver insights without interrupting core workflows for technicians, CSRs, and coaches.
- Phased deployment with continuous feedback loops to improve models and expand bot capabilities over time.
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