This blog captures the key takeaways from our recent webinar, “The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment.” Featuring insights from Ruben Ugarte of Active Prospect, Philip Bennett of Empire Today, and Rob Westervelt of Balto, we dive into how AI and automation are transforming services like flooring, solar, remodeling, and more—as well as how businesses can stay ahead by blending efficiency with empathy.
Below are the six top takeaways you can use today.
1. Trust and personalization drive success
The home is deeply personal, so trust is non-negotiable.
Unlike other sectors where customers interact through remote channels, these providers literally step into a customer’s personal space. “You’re having somebody come to your house, which is so private,” says Ruben Ugarte. “They’re putting their feet on your rug.”
That means personalization needs to kick in from the very first call, creating a sense of trust that can turn prospects into long-term customers.
Empire Today’s approach is a perfect example. “[Our] call center isn’t a primarily customer service call center. It’s about lead generation,” shares Philip Bennett. “Our primary job is to set an appointment so that a sales rep can come to your house, sit down with you, show you our product line, and hopefully sell you carpet.”
Ultimately, the companies that win are those that connect early, engage authentically, and follow through reliably.
2. Automation and powering agents are two sides of the same coin
When implemented the right way, automation isn’t about replacing agents—it’s about making them unstoppable. By offloading repetitive tasks like data entry or form-filling, automation frees agents to focus on what humans do best: building trust, listening to customer concerns, and overcoming objections.
“The goal,” Rob Westervelt explains, “is to make agents feel like superheroes on the phone. If automation feels like it’s at odds with agent performance, it’s because you’re going about it the wrong way.”
Balto’s real-time guidance tools are a great example of how to strike that balance—helping agents handle complex conversations with empathy and precision, while automation takes care of the routine.
3. AI drives efficiency across the customer journey
From lead intake to post-call wrap-ups, AI streamlines every step of the customer journey.
Take tools like ActiveProspect, which verifies leads in real-time by checking for duplicates, ensuring compliance, and validating critical data (like homeownership status). This means agents hit the ground running with leads they know are good.
Meanwhile, automated call summaries help agents reduce time spent on logging notes and paperwork, so they can get back to customers faster. It’s about enabling agents to focus on what matters—building relationships, not wrestling with back-end processes.
And the result? A more productive workflow that delivers a smoother, more satisfying customer experience.
4. Automation reduces burnout and turnover in call centers
Burnout is one of the biggest challenges for call centers, and automation offers a practical solution. By eliminating repetitive tasks, agents can focus on the more engaging, value-driven parts of their work.
“One of the biggest areas that automation has helped us with is that it has reduced training time,” shares Philip Bennett. “AI and automation can really help cut that down and get agents on the floor faster.” With real-time guidance, AI ensures new agents ramp up quickly and feel more confident, reducing stress during the learning curve.
The bottom line is that when agents feel supported with the right tools, they’re more likely to stay. And when they stay, they build the kind of experience and expertise that drives revenue.
Reducing turnover isn’t just good for morale—it’s a competitive advantage.
5. Compliance regulations require proactive AI solutions
Compliance is a moving target, and the upcoming one-to-one consent regulation will require companies to shift their approach to lead management. This new rule mandates explicit consumer consent for every company reaching out—closing a long-standing loophole in lead generation.
AI can help you stay ahead of these changes by validating lead data in real time and ensuring every outreach effort is fully compliant.
Ruben Ugarte shares, “The big concern right now is, ‘If I’m buying 10, 20, or 30,000 leads per month, how will this new law affect my volume? Will it drop by half? And if so, will my revenue also take a hit?’” He predicts a 20% drop in lead volume in Q1 and Q2 but emphasizes that the industry will adapt, with new players entering the space and those leveraging strong technology emerging on top.
But the businesses that get compliance right won’t just avoid fines—they’ll build customer trust and maintain a seamless operation.
6. The future of call centers lies in AI-enhanced human collaboration
AI isn’t here to replace humans; it’s here to work with them. The companies that will thrive are those that use AI to support agents in meaningful ways—whether through seamless CRM integration, real-time call guidance, or smart lead management. But technology alone isn’t enough. IT teams and frontline managers must collaborate to ensure AI tools genuinely enhance the customer experience.
“The best companies will use AI to guide agents,” says Rob Westervelt, “so they can focus on what they do best—empathizing with customers and delivering personalized service.”
AI is powerful, but it shines brightest when it powers human connection.
Power your people with Balto
As the home services industry evolves, automation is becoming essential—but it’s not just about doing more. It’s about doing the right things better.
Companies that use technology to free agents from low-value tasks while focusing on human connection will build stronger relationships, create standout experiences, and outperform their competitors.
Balto goes beyond automation—it’s about making contact centers faster, smarter, and more effective, all without sacrificing the agent experience. With our cutting-edge use of large language models (LLMs), we help contact centers generate structured data that drives real business outcomes. And we don’t just hand over the technology and walk away—we’re committed to partnerships that solve problems fast, drive growth, and build lasting success.
If you want to power your agents, boost efficiency, and create exceptional customer experiences, let’s talk. Because at the end of the day, it’s not just about tools—it’s about unlocking your people’s potential.
Interested? Contact us today and get a personalized demo.
