Hear an AI get a boiler engineer out next morning in Manchester

What happened

Becky Ashworth’s boiler had packed in overnight: no hot water, radiators cold, a fault code that resetting didn’t clear, and a four-month-old baby in the house. JooVoice rang a heating firm, said it was an AI assistant ringing for Becky and that the call was recorded, and gave the address.

Gareth’s first slot was Thursday 22 October, between twelve and two. JooVoice said that was a long time with a baby and no heat and asked about a cancellation list.

A cancellation had come in that morning, so Pete could come the next day, Tuesday 20 October, between eight and ten. JooVoice asked about charges: £85 for the visit and first hour, parts quoted before they’re fitted, card on the day. It gave Becky’s mobile for the engineer’s text and read the booking back.

The outcome

Engineer

Tuesday 20 October, 8 to 10 am

Instead of

Thursday 22 October

Call-out

£85, visit and first hour

Parts

Quoted before they’re fitted

Heads-up

A text when he’s on his way

Moments to listen for

1. Says why it’s urgent ▶ 0:16 there's a four month old baby in the house
2. Asks about cancellations ▶ 0:43 Any cancellation list you can stick her on?
3. Gets tomorrow morning ▶ 0:53 Pete's free tomorrow, that's Tuesday 20 October, between eight and ten in the morning
4. Asks the call-out charge ▶ 1:07 Are there any call out charges I should know about?
5. Reads it back ▶ 1:31 Right, so that's Tuesday morning, between eight and ten

The whole call

Tap a line to hear it.

1. Heating engineer 0:00 Irwell Street Heating, this is Gareth.
2. JooVoice 0:04 Oh, hiya there — I need an engineer out for a boiler that's packed in — today, ideally, if you can do it.
3. Heating engineer 0:10 Right, no problem. What seems to be the issue with it, and can I take the address?
4. JooVoice 0:14 It went last night — no hot water, radiators stone
5. JooVoice 0:16 It went last night — no hot water, radiators stone cold, there's a fault code on it and resettin' it does nothin'. And there's a four month old baby in the house, so it's a bit urgent, love. I'm an AI assistant, by the way, ringin' for Becky Ashworth — and the call's recorded so she's got all the details right after. Address is twenty three Lime Grove, in Chorlton.
6. Heating engineer 0:20 Right, I'm
7. Heating engineer 0:21 Right, I'm having a look at diary now... Right, first slot I can offer is Thursday 22 October, between twelve and two, with Danny. How's that for you?
8. Heating engineer 0:29 Right, I'm having a look at diary now... Right, first
9. Heating engineer 0:33 Right, I'm having a look at diary now... Right, first slot I can offer is Thursday 22 October, between twelve and two, with Danny. How's that for you?
10. JooVoice 0:43 Oh, that's a long time with a baby and no heat. Any cancellation list you can stick her on? I'll pass that to Becky and she'll come back to you on it. Did you say the first slot was Thursday?
11. Heating engineer 0:53 Right, I'll check for any cancellations. Mm, a cancellation came in first thing this morning, so Pete's free tomorrow, that's Tuesday 20 October, between eight and ten in the morning. How about that slot? That's sooner than Thursday.
12. JooVoice 1:07 Ooh, Tuesday sounds grand, ta! And you said his name's Pete? Are there any call out charges I should know about?
13. Heating engineer 1:14 Sound, no problem. The call out charge is eighty five pound, and that covers the visit and the first hour of work. Any parts are quoted before they're fitted, and payment is by card to the engineer on the day. Engineer'll text when he's on his way. Can I take your name then, please? And a mobile number for him to text?
14. JooVoice 1:31 Right, so that's Tuesday morning, between eight and ten, engineer's Pete, and the call out's eighty five quid, yeah? Card on the day. Booking's under Becky Ashworth. Her mobile's oh seven seven oh oh nine oh oh two three four one. Smashin', ta ever so much, love — you've made her day.
15. Heating engineer 1:47 Right, sorted. That's Pete tomorrow, Tuesday 20 October, between eight and ten in the morning, under Becky Ashworth. Call out fee is eighty five pound, card on the day, and he'll text when he's on his way. You've got everything you need then? Ta very much, bye!

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