Trades Business: AI Answers Customer Inquiries Around the Clock

A plumbing and heating company with 40 employees and 3,000 existing customers receives 60–80 calls and emails per day — appointment requests, status queries on active jobs, fault reports, price inquiries. The three dispatchers were permanently overloaded. Outside business hours, requests sat unanswered until the next morning.

The Skilled Labour Shortage Hits the Back Office First

Finding new dispatchers is nearly impossible. Volume grows; the team stays the same. Meanwhile, 40% of all contacts are status queries that an automated system could handle just as well.

24/7 Customer Service with SoverIQ

SoverIQ Stack runs on a simple server at the company office. A connected chatbot — accessible via website, WhatsApp, and email — automatically handles:

• “When is the technician coming?” (integrated with the job management system)
• “What does a boiler service cost?” (price list from the knowledge base)
• “I have a fault” (triage → emergency contact or appointment proposal)
• Appointment bookings directly into the dispatchers’ calendar

Complex inquiries are recognized and routed to a dispatcher with full context attached.

Results

55% of incoming contacts are now handled fully automatically. Dispatchers only deal with cases that genuinely require human judgment. Customer satisfaction has measurably increased — because responses arrive within seconds, not the next day. Time saved: ~15 hours per week, equivalent to around €18,000 in annual personnel costs.