Modern service operations—especially at scale—need speed, consistency, and visibility across every customer interaction. While many AI providers promise this, this category has come with no shortage of hype, and not every solution delivers in practice.
In this post, we walk through why Rich Jordan of High Ground Service Pros chose Hatch after vetting the market. The journey is still underway, but we’re sharing the early learnings and results to help other operators navigate their own evaluation process.
High Ground Service Pros is a multi-state home services operator (HVAC, plumbing, and electrical) which, after scaling rapidly over the last five years, has ~150 employees across the Northeast.
Like many growing service businesses, they ran into a familiar ceiling:
High Ground needed a way to keep responsiveness high and customer experience consistent without endlessly adding cost to the call center, so Rich began vetting AI solutions.
As Rich evaluated voice AI, he ran into two recurring issues that showed up in day-to-day operations.
High Ground was already using Hatch for messaging AI (SMS and email), which consolidates all of your lead sources into one dashboard and allows fast, consistent messaging with customers. But they were using a separate platform for voice AI, which created problems. Juggling between two platforms meant that:
In addition, High Ground’s current voice AI provider came with limitations, including:
The result was lost time, fragmented data, and missed opportunities, which created a drag on revenue performance, team efficiency, and customer experience.
High Ground addressed these challenges by consolidating communication, intelligence, and operations into a single, robust AI CSR platform: Hatch. Here are the features that carried the most weight in that decision.
1. Unified communication
Both AI agents and humans communicate with customers over voice, SMS, and email from one platform. With all conversation history in one thread, anyone can jump in instantly with the right context—driving faster, more accurate responses and a seamless customer experience.
In addition, teams manage a single platform, account, and support relationship—instead of juggling multiple tools, logins, and vendors across channels
2. Comprehensive, editable knowledge base
Every AI CSR has a comprehensive knowledge base that allows you to customize three core aspects of your AI, including:
This ensures your AI and human agents share the same knowledge and deliver accurate, consistent answers and enables them to handle more complex, real-world conversations beyond basic FAQs.
Team members can also access and update the AI’s knowledge base any time—without relying on Hatch support—ensuring AI behavior stays accurate and current in real time.
3. A single operational layer for customer engagement
Hatch is not just another tool for CSRs to manage. Because it consolidates every customer conversation—across channels and every stage of the journey—into one unified workspace, Hatch becomes the operating headquarters where AI CSRs, human CSRs, and managers work together.
The result is a single, efficient operating layer where AI and humans work side by side, with full visibility, accountability, and continuous improvement built in.
4. Smarter spam filtering
Hatch automatically filters spam and quick-hangup calls, which does two things:
5. Warm transfers
When a customer needs to speak with a human, the Hatch Voice AI transfers them on the same call, briefing the human agent with a live summary before they join. This gives the human full context, eliminates repetition for the customer, and creates a smoother experience overall.
6. Deep ServiceTitan integration
Hatch syncs data bidirectionally, ensuring every customer interaction is logged, tracked, and visible across teams and preserving the CRM as the source of truth. In addition, the AI CSR can:
7. Implementation and support
Hatch pairs its platform with a hands-on AI implementation and support team that works as a true partner—starting with how your business already operates and building AI to support it. This includes:
The result is an AI-first capability that still operates your way—scaling what already works while improving speed, consistency, and customer experience.
Within the first few months of rolling Hatch Voice AI into frontline call handling, High Ground saw measurable improvements across operations, efficiency, and customer responsiveness:
High Ground’s journey with AI is still evolving, but the early results show what’s possible when AI is implemented as an operating layer—not a point solution. For operators evaluating AI today, the lesson is clear: consolidation, control, and partnership matter as much as the technology itself.