The challenge: Fatigued night-shift dispatchers making errors at 3am

BrightStar Plumbing and Heating provides emergency and scheduled plumbing, heating, and cooling services across the Denver metro area. Emergency calls are the core of their business, and they come at all hours: burst pipes at 2am, no heating in a January cold snap, gas smell reports that need immediate attention.
The company ran a three-person dispatch team working rotating shifts to cover 24/7. Each emergency call took an average of 8 minutes to process: capture the customer's details, understand the issue, assess urgency, find the nearest available technician, and confirm the dispatch.
After-hours calls were the biggest pain point. Night-shift dispatchers were expensive, hard to retain, and frequently handled calls while half-awake. Misdispatches (wrong technician skill set, wrong service area) happened on 12% of after-hours calls, costing the company an average of $180 per misdispatch in wasted drive time.

The solution: Calm, structured dispatch 24/7, with priority routing for gas and flooding

Thrumble AI now handles all emergency calls 24/7. The AI captures the customer's details, asks structured diagnostic questions (what's happening, when did it start, is there water/gas actively flowing, are there safety concerns), assesses urgency, and dispatches the nearest qualified technician in real time.
The AI integrates with BrightStar's scheduling system and knows which technicians are on call, what their skill sets are, and where they're located. High-urgency calls (gas leaks, active flooding) trigger an immediate priority dispatch with the technician receiving the job within 60 seconds of the call ending.
The voice is calm, clear American English, specifically tuned for calls where the customer may be stressed or panicked.

The results: The numbers speak for themselves

• 1,900 emergency calls handled per month, 24/7.

• Average time from call to technician dispatch: 2 minutes 40 seconds, down from 8 minutes.

• Misdispatch rate dropped from 12% to 1.4%, saving an estimated $38,000 per year in wasted drive time.

• 92% of calls fully processed by the AI without any human dispatcher involvement.

• After-hours call quality is now identical to daytime. No more fatigued dispatchers making errors at 3am.

• Customer satisfaction for emergency response improved from 3.6/5 to 4.8/5.

The commercial impact: $195K saved. Google rating from 4.1 to 4.7 stars.

$195,000 USD per year in dispatch staffing costs saved, primarily from eliminating overnight shift premiums.
Faster dispatch times have improved Google review ratings from 4.1 to 4.7 stars, which BrightStar attributes to a measurable increase in organic lead volume.
Deployed in 4 weeks.

1,900 emergency calls. Under 3 minutes to dispatch. 24/7. No more 3am misdispatches.