With the holidays right around the corner, we thought we’d gift you with a few new enhancements to Hatch Voice AI.
What it is:
Hatch now only offers appointment times when a technician with the right skills is actually available for the specific job type. Instead of booking any open slot and sorting it out later, the Voice AI checks technician qualifications upfront.
The problem it solves:
In many scheduling systems, availability is treated as a simple open/closed calendar. That often leads to jobs being booked with the wrong technician, last-minute reassignments, or follow-up calls to reschedule—creating extra work for dispatch teams and a frustrating experience for customers.
The practical benefit:
With skills-based availability, jobs are booked correctly the first time. Customers get appointment options that are realistic, dispatch teams spend less time fixing mistakes, and technicians show up prepared for the work they’re assigned. It’s a quieter improvement, but one that reduces daily friction across the entire operation.
Why it matters:
As call volume grows, small scheduling errors scale into big operational issues. Skills-based availability helps ensure that automation actually removes work instead of creating cleanup downstream.
What it is:
The AI playground now includes a redesigned, streamlined toolbar that brings the most important Voice AI configuration tools into one place. You can format instructions, generate agent logic from a use case, and define exactly what data your agent should capture—all without jumping between views.
The problem it solves:
As Voice AI agents become more capable, configuring them can feel fragmented. Building logic, refining prompts, and specifying data requirements often requires switching contexts, which slows iteration and makes it harder to reason about how an agent will behave on real calls.
The practical benefit:
The new toolbar makes building and managing agents faster and more intuitive. Teams can move from idea to implementation with fewer steps, make changes with more confidence, and fine-tune agent behavior without friction. It’s easier to experiment, easier to standardize, and easier to maintain.
Why it matters:
Voice AI works best when teams can iterate quickly. By reducing setup complexity, the redesigned toolbar helps teams spend less time configuring tools and more time improving outcomes.
What it is:
For high-priority jobs, Hatch Voice AI can now book appointments instantly without waiting for capacity checks. The agent secures a time immediately, while your team follows up afterward to coordinate the details.
The problem it solves:
Capacity checks are critical for everyday scheduling—but for emergencies, they can slow things down. When a customer calls with an urgent issue, any delay in booking can increase stress, lead to dropped calls, or push customers to competitors.
The practical benefit:
Emergency callers get immediate confirmation and peace of mind, while your team retains flexibility to handle logistics after the fact. The result is faster response times without sacrificing internal control.
Why it matters:
Urgent calls are high-stakes moments. Giving your Voice AI the ability to prioritize speed over process ensures automation supports real-world urgency—without breaking your operational workflows.