Abstract
Avanon deployed a single AI voice agent across 12 home services businesses in the US Southeast and matched its call distribution to a comparable human call center serving the same verticals. Over a rolling 90-day window we captured 10,047 calls through the AI and 9,814 calls through the human benchmark. This paper presents the comparative performance data.
Key Metrics
1. Study Design
We deployed identical call routing to both AI and human agents across 12 home services businesses including HVAC, plumbing, electrical, and appliance repair. Calls were randomly assigned to ensure comparable distribution of call types, times, and customer demographics.
Figure 1: Head-to-Head Performance Comparison
2. Where AI Won Decisively
AI Advantages
3. Where AI Lost
Human Advantages
Figure 2: Revenue Impact Analysis
4. Conclusions
For standard home services dispatching, the AI is at rough parity with a trained human dispatcher on the metrics that matter to customers, and wins decisively on the coverage metrics that matter to business owners. The right deployment is not replacement. It is overflow during business hours and primary after-hours and weekends.
Methodology
10,047 AI calls + 9,814 human benchmark calls
HVAC, plumbing, electrical, appliance repair
12 businesses across US Southeast
90-day rolling window (January - April 2026)
Full methodology, call-type breakdown, and per-vertical data available in the supplementary dataset. Contact research@avanon.com.