Hatch

The term “AI CSR” is everywhere, but the real question is: What does it actually look like when a service business puts AI on 100% of inbound calls—and what changes inside the operation when they do?

In this on-demand conversation, Rich Jordan (CEO of High Ground Service Pros) joins Alec Stevanovski (Editor, HomePros) and Tim Goodwin (CRO at Hatch) for a practical, real-time look at how High Ground rolled out voice AI across every inbound call, what worked, what broke, and what they’re learning as they scale.

They’ll walk through how High Ground is building an AI-first, people-centered operation—one where AI handles most inbound volume, CSRs move into higher-leverage roles, and performance metrics become clearer than ever.

We cover:

*   How High Ground rolled out AI—from overflow calls to 100% of inbound—and the operational shifts that followed.
*   What the real numbers look like (abandoned calls, booking rates, escalation rates, and labor impact) after putting AI on the phones.
*   What AI-first, human-centered ops look like in practice—including role changes, quality control, and how leading teams measure success.

With live Q\&A.

Watch for a candid, data-driven look at what happens when AI actually answers your phones—and how companies like High Ground are making the shift today.
