Hatch Voice AI in Action: Webinar Recap

In this webinar, we did a live demo of Hatch Voice AI and interviewed one of our customers, Skyview Detroit, on their success with it. Read on to learn more!

Watch the webinar recording here.

The speakers

Kristen McCormick: Head of Marketing at Hatch, an AI CSR platform that enables businesses to scale 1:1, revenue-driving conversations across the customer journey.

Trevor Calero: Owner and CEO of Skyview Detroit, a luxury outdoor living contractor based in southeast Michigan.  

Samanthya Schild: Director of Client Services at Skyview Detroit, and also the sole person running Skyview's call center.

The backstory

Skyview Detroit started off looking for a manual human-to-human texting solution—but ended up finding that Hatch could do so much more.

With Hatch, they've transformed their entire lead management strategy. Now handling 300–500 leads a week, Skyview uses Hatch’s AI-powered SMS, email, and Voice agents to automate appointment confirmations, manage no-shows, and handle inbound calls—even on weekends.

With just one call center rep, they’ve cut missed calls, scaled lead response, and booked more appointments—all while staying lean. 

Read and watch the success story here.

In this webinar, we focused particularly on Voice AI.

Part I: Overview of Hatch + Voice AI demo

How Hatch works (lay of the land) 

Kristen opened with a quick overview on Hatch: 

• Hatch connects to your lead sources (e.g. website forms, aggregators) and CRM.
• Based on key triggers—like a new lead, a completed estimate, or a no-show—Hatch automatically kicks off outreach sequences.
• These sequences are multi-day, multi-channel (SMS, email, ringless voicemail, and manual call), customized to each lead type.
• When a customer responds, Hatch’s AI CSR steps in to:
  • Qualify the lead
  • Answer questions using company-specific knowledge
  • Route to a human rep when needed

This setup helps businesses follow best practices at scale without burdening the team.

Voice AI demo

Hatch Voice AI is an AI-powered inbound call assistant that handles calls, qualifies leads, and schedules appointments—freeing up your human reps. Brandy demoed how to configure your Hatch AI's:

• Persona (name, tone, voice)
• Custom greeting message
• Knowledge base (company profile, FAQs, service areas, internal docs)
• Instructions for routing, qualification, and appointment logic
• Commands to pull CRM data, transfer calls, or escalate to a rep

She also walked through a live call handled by the bot “Grace,” showcasing her humorous, friendly tone and ability to qualify and schedule service.

Part II: Skyview Detroit case study

Problem

Skyview has just one call center rep (Sam) and was missing 40–50 calls a week. Most callers didn’t leave voicemails, resulting in lost leads.

Solution

Adopted Hatch Voice AI to handle inbound calls, capture info, and pre-qualify leads. Expectations were low at first—but results exceeded them.

Results

• 84% fewer missed calls per week (from 43 to 7)
• Sam can focus on outbound and lead follow-up without constant interruption
• AI books multiple appointments per day
• Skyview avoided hiring 1–2 more reps, realizing immediate ROI

Key callout: Hatch AI's sophistication

Trevor made it a point to emphasize that because of their high average sale price, their call center scripts are intentionally sophisticated—designed to build value and keep potential customers engaged. And the bot "handles them like a pro"

Part III: Tips for Hatch AI success

1. Tell callers up front it’s an AI assistant
   • Skyview saw a major improvement in engagement once the bot clearly stated it was a virtual assistant at the start of the call.
   • Example: “Hi, I’m Skyview’s virtual assistant. I can help with pricing, scheduling, and product info.”
     
     
2. Add pronunciation instructions in the script
   • Trevor and Sam noted their bot misread pricing ranges like “$40–60K” and needed refinement.
   • Solution: Spell things phonetically or adjust formatting (e.g., “forty to sixty thousand”) in bot instructions.
     
     
3. Use AI to gather contact info before transfers
   • If a caller asks to speak to a human, the bot first captures name and phone number, ensuring no info is lost—even if the caller hangs up before transferring.
     
     
4. Leverage internal docs
   • Upload things like service area lists, promotions, or training manuals into the bot’s knowledge base.
   • This allows the AI to reference business-specific info without additional programming.
     
     
5. Monitor and tweak early conversations
   • Sam reviewed AI transcripts and call audio regularly to spot awkward phrasings or logic gaps.
   • She updated instructions herself and leaned on Hatch’s support team for bigger changes.
     
     
6. Be strategic with tone and personality
   • Skyview used a more professional, polite tone given their luxury clientele.
   • Others may benefit from more informal or cheeky options—choose based on your brand and buyer persona.
     
     
7. Train your team to manage AI, not just use it
   • Trevor emphasized that the role of a call center agent is shifting toward system monitoring and campaign management.
   • AI doesn’t remove the need for people—it elevates their role.
     
     

Q&A highlights

• Multilingual support: The bot can handle basic Spanish, but multi-language switching mid-call isn’t fully supported yet.
• Live transfers: Optional. Skyview doesn’t use this yet due to staffing, but AI can alert humans via text/email.
• Sentiment detection: If a customer gets frustrated, AI can adjust tone or route to a human.
• Pricing (Voice AI):
  • Starts at $499/month for 250 conversations
  • Overages range from $1.25–$2 per conversation, depending on your Hatch plan
  • Conversation-based pricing = more cost-effective than hiring
    
    

📣 Final takeaway

“It’s cheaper than hiring a full-time rep—and it’s booking appointments every day. For us, it’s a no-brainer.” — Trevor Calero, CEO, Skyview Detroit

Watch the webinar recording here.

Want to learn more?

• Hatch customers, reach out to your Account Manager here.
• Non-Hatch customers, you can book a demo with us here.
  

For past and upcoming Hatch webinars, check out our webinar page!