Whether it’s using ChatGPT to write emails, quotes, and bids, or finding advanced AI systems that can answer phone calls and book appointments, contractors who are taking the time to learn about what AI offers are the ones who are going to win the day. 

“It’s such an interesting time to be in the trades because of what AI is and what it could be to support, and also, what it’s going to do to the economy in the next three to five years. It’s going to be absolutely crazy,” said Johnny Baker, COO of Leonard Splaine Co. in Virginia. “The trades is such a good spot to be in for that.” 

Finding the Right Platform 

One of the biggest difficulties facing contractors is the sheer number of AI-enhanced products available, with more coming out every day. It can be tough to discern which one is the best fit for a contractor’s needs, but like most things, it’s a matter of trial and error. 

Thompson said a critical step before contractors invest in AI is to examine their current technology. He said in his experience, contractors either have no tech stack or massive ones that aren’t delivering meaningful ROI. 

“I just always tie things back to dollars and cents,” Thompson said. “Is it making you money? And if you’re not sure, the answer is probably no. And if it’s no, then you probably need to get out of it. 

“As far as where AI fits in there … you could start with something as basic as responding to Google Reviews that you get. You could start with something as basic as just responding to leads that come in after hours or a contact form.” 

After leaving technology positions in healthcare to join Leonard Splaine Co. last July, Baker examined the company’s technology stack and noted what areas could benefit from AI. He and the company’s owner attended ACCA’s 2025 event, where they explored their options. They ultimately landed on UpSmith, an ACCA Strategic Partner. 

“It was really trying to understand options, and then from there, building some relationships with some of these vendors, before we finally made decisions to say, ‘Okay, we want to invest and work through these three options and see where that takes us,’” Baker said. 

Before going all-in on a system or platform, Baker said it’s better to approach AI with a “crawl, walk, run” mindset. It’s finding what works well within your company and its culture and failing fast so you can try the next option, he explained. 

“There’s going to be some failures with it, because it’s technology,” he said. “You have to build your agreements accordingly, so that the ROI is there if you’re going to be paying them.” 

What’s Working 

Leonard Splaine Co. off-loads tedious workflows from its CSRs so they can focus on more valuable priorities. AI steps in to manage operations like estimation follow-ups and membership inquiries. Since going live with UpSmith, Baker said Leonard Splaine Co.’s follow-up sales for unsold estimates have increased by 25%. 

“The more touch points we have on those estimate follow-ups, the better percent hit rate we're going to have to close those estimates that are out there,” he said. 

Thompson said contractors are using Podium for solutions in two main areas. The first is lead time response (also called “speed to lead”). With contractors receiving leads from phone calls, online contact forms, social media, and other sources, it can be a lot to manage. Having AI facilitate those and qualify them can alleviate the overworked office staff. 

“It’s so much to keep a pulse on, and a lot of times, businesses have maybe one person in the office that does it, and God forbid they want to take a day off, or they want to take a week off,” he said. “Our customers specifically are getting their first touch in 60 seconds, and then they have AI jump in to qualify those.” 

The second area is managing out-of-office calls. According to Epiphany Dynamics, a designer of AI and workflow programs, 35-45% of HVAC calls come outside of business hours (before 8 a.m., after 5 p.m., weekends, and holidays). On top of that, 78% of callers who reach a voicemail will call a competitor within two minutes.  

With AI operating 24 hours a day, seven days a week, contractors can ensure these calls are answered and managed, converting otherwise missed opportunities into leads. 

“People are less inclined to make a note and say, ‘Oh, I have to give Jimmy’s Heating and Air a call tomorrow morning’ as they are to go fill out a contact form or call the business after hours,” Thompson said. “You have to have a solution for that, even if you don’t want to do after-hours calls.”  

Jason Dolan, vice president of strategic partnerships at Hatch, said the real value comes when AI can work across voice, SMS, and email from one place, with one brain. 

“That means your AI knows the full context of every customer interaction, not just the last touchpoint,” he said. 

Managing Change 

Regardless of industry or profession, change can be difficult. Adopting AI, especially with its reputation for threatening to replace workers, makes it even more challenging. Baker said it’s about constantly addressing the “why” of adopting AI. 

“We really are focused on how does it better enhance our workflows, enhance our business, versus really replacing headcount,” he said. “I don't really want to come in here and say, ‘I don't need CSRs anymore.’” 

Thompson said finding a company that provides comprehensive onboarding makes adopting AI much easier, which can include account setup, testing, and catch-up meetings. Along with that, contractors should consider platforms that monitor performance, like evaluating the leads AI manages or allowing for real-time feedback. 

“That is something that’s really important because there are going to be … fly-by-night companies that pop in there and say ‘Hey, sign up, it’s cheap, it’s effective.’ But then they have no real customer success, account management teams, or support,” he said. 

Dolan said contractors should measure both tangible and intangible benefits of their AI platforms to ensure they are providing what is needed. 

“Hard ROI comes from seeing leads converted into actual appointments or jobs, while soft ROI includes administrative time saved and smoother workflows,” Dolan said. “Integrations with larger lead sources, like the recent Yelp acquisition of Hatch, can also provide a clearer picture of impact across the entire customer journey.” 

He said his company typically sees two to three times improvement in set rates when speed to lead goes from hours to under a minute. 

Looking Ahead 

Given the rapid development of AI, it’s difficult to say what the future holds, but one thing is certain: AI isn’t going away anytime soon. Thompson compares AI to how businesses have integrated smartphones into their businesses — it won’t replace the work done in the field, but it’s helped streamline operations. 

“It’s a required tool to have there in the toolbox,” he said. “It’s certainly not replacing people, but it does give ownership flexibility.” 

HVAC contractors wanting to stay on top of the trends will need to constantly seek out and understand what is available. By paying attention to the latest developments, such as researching companies or joining online discussion forums about AI, contractors will discover what best benefits their business. 

“We're wading into the AI waters because it's coming, and in many ways, it's already here. And the longer we delay that, the farther behind the curve we are,” Baker said.