AI Revenue Intelligence & Call-Center Automation

Lace AI — Revenue Intelligence for Home Services (Call Center Automation & Coaching)

Lace AI (Lace) builds AI-driven revenue intelligence and call-center automation tools tailored for home services businesses (HVAC, plumbing, electric, etc.). The platform analyzes 100% of inbound calls to surface missed revenue opportunities, automate follow-ups, coach CSRs, and increase booking rates without adding headcount.

Core Features:

AI CSR (automated call answering & booking) — 24/7 coverage to reduce abandoned calls and route jobs to the right technician.

Call analysis at scale — Analyze 100% of calls to detect lost revenue, objections, and booking opportunities.

AI Revenue Engine — Opportunity detection, second-chance lead follow-ups (outbound/SMS), and targeted CSR coaching recommendations.

Insights & Coaching — Pinpoint performance gaps and provide actional coaching to replicate top-performer behaviors.

Integrations — ServiceTitan and other home-services platforms for direct booking and job scheduling automation.

Reporting & Data — Trustworthy, auditable insights for operations and sales enablement teams.

My Contributions:

Designed and implemented real-time call-insight dashboards and playbooks for sales and operations teams.

Built opportunity-detection models and automated follow-up workflows to recover missed bookings.

Implemented coaching modules that translate call-level insights into bite-sized, actionable training for CSRs.

Integrated scheduling and CRM systems to enable direct job creation from high-intent calls.

Challenges & Solutions:

Scale & accuracy: Call volumes and noisy audio make automated understanding hard. Solution: layered speech-to-text + entity extraction + domain-specific classifiers tuned on home-services call data.

Closing the loop: Insights are useless if not actionable. Solution: integrated scheduling and outbound workflows that let teams act instantly on detected opportunities.

Adoption by ops teams: Coaches need frictionless tools. Solution: built lightweight coaching cards, leaderboards, and quick-play corrective actions for CSRs.

Success Metrics & Signals:

Funding and growth: Lace announced seed funding and rapid growth to accelerate product development.

Revenue impact claims: Marketing materials say Lace can help recover large percentages of unbooked calls and materially increase booking rates for home-services call centers.

Partnerships & integrations: Integrations with scheduling platforms and ecosystem partners help convert detected opportunities into booked jobs.

Tech Stack:

Frontend: React (component-based UI for real-time dashboards and coaching modules)

Backend & APIs: Node.js/Express for REST/GraphQL services; WebSockets for live call insights

AI/ML Pipeline: Python, PyTorch, domain-tuned speech-to-text (Whisper), custom NLP models for intent & objection detection, entity extraction

Data & Storage: PostgreSQL, Redis (caching & real-time queues), S3 for audio storage

Integrations & Tools: HubSpot (CRM), Replit, ServiceTitan (job scheduling), Twilio (call ingestion & outbound/SMS), Replit

Infrastructure: Docker, Kubernetes, AWS (ECS, Lambda, S3, RDS) for scalable deployments

DevOps & Monitoring: GitHub Actions for CI/CD, Grafana/Prometheus for metrics, Sentry for error tracking