The Catalyst for the Trades
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The Catalyst for the Trades
How AI Is Transforming Call Handling: Brad Scruggs on the Future of Home Service Communication
Missed calls are costing contractors serious money, but AI is changing the game. In this episode, Brad Scruggs, President & CMO of ZyraTalk, sits down with Jennifer Bagley to unpack how artificial intelligence is rapidly reshaping customer communication for home service businesses. From automating appointment scheduling and integrating with CRMs to training AI agents that learn and adapt, Brad shares his front-line perspective on building scalable, ROI-driven AI solutions for the trades.
Brad and Jennifer break down the shift from basic chatbots to sophisticated, agentic AI, dive into deep FSM integrations, and reveal the crucial support AI can provide for contractors of all sizes, especially when every call counts. Whether you’re a tech-forward business or feeling behind, this episode covers practical insights for home service leaders who want to leverage AI for growth, efficiency, and superior customer experience.
Perfect for HVAC, plumbing, and service companies ready to embrace the future (and eliminate voicemails for good!).
Timestamps:
00:00 - Welcome & Introductions
02:04 - ZyraTalk’s Origin Story
04:55 - The Leap to AI: Challenges & Evolution
08:21 - Scaling Support & Self-Onboarding with AI
11:38 - AI vs. Human: Changing Customer & Company Workflows
15:01 - Deep Integrations: ServiceTitan, Housecall Pro & Beyond
20:14 - Multi-Channel Communication & AI
27:58 - ROI & Real Results
30:58 - Why Voicemail and Old-School IVR Are Obsolete
34:27 - The Future: Agentic Agents, Booking Bots & Online-First Customers
41:43 - Fast-Forward 10 Years (or Maybe Just 2): Predictions on Tech, Jobs & Human Adaptation
Guest Details:
Brad Scruggs
Title: President & Chief Marketing Officer, ZyraTalk
Background: Brad is a co-founder of ZyraTalk, a pioneering company delivering AI voice, chat, and automation solutions for home service businesses. With 11 years in the trades and a deep background in lead generation and technology disruption, Brad specializes in making AI practical and profitable for contractors nationwide.
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