Proposed lead: Randi Thompson and a marketing or commercial owner; Brad Cleveland to challenge attribution.
Why it matters: ServiceTitan’s 9 June 2026 announcement reports more than 1,300 calls at Bill Joplin’s, with over 90% resulting in booked jobs and 72% completed without human intervention. These are supplier-reported figures; they do not independently establish incremental completed jobs or contribution. (servicetitan.com)
Question to put to the expert:
When a contractor asks how much revenue missed calls cost, how do you separate demand recovered by AI from duplicate callers, existing customers, ineligible jobs and bookings staff would have recovered anyway?
A strong answer should cover:
A proposed recovery waterfall:
Missed calls → unique enquiries → eligible demand → incremental bookings → fulfilled jobs → contribution after fulfilment costs.
The answer should explain the comparison design: for example, randomised routing where practical, or comparable periods and locations with documented limitations. Account for marketing changes, seasonality, staffing and available job capacity.
For lead-response workflows, apply the same discipline to qualified appointments that are accepted and attended, not just appointments placed in a calendar.
Evidence to request: Deduplicated dispositions, callback recovery, cancellations, fulfilment records and the attribution method.
Follow-up: What evidence would persuade you that the agent answered more calls but created no additional profitable work?
Expert quote: [Reserved for an approved interview quotation.]