AI implementation moves from experimental to operational in HVACR industry
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The artificial intelligence (AI) conversation in HVACR has shifted from future possibilities to implementation with tangible, data-driven results. What once felt abstract, overhyped, and disconnected from the daily realities of managing technicians, maintaining customer relationships, and running profitable service operations is now solving persistent challenges that have frustrated managers for years.
Three industry professionals shared their implementation experiences at ACCA 2025 in Round Rock, Texas, revealing how different AI applications are delivering measurable improvements in contractor operations. Their presentations focused on what’s working right now to help HVACR contractors work smarter and grow their bottom line.
Virtual coaching platforms solve ride-along challenges
Arnav Pawar from RILLA addressed a persistent HVACR management challenge during his presentation, “AI in the Trades.” With dozens of technicians spread across service areas, physical ride-alongs are limited—most managers only complete a few per month, leaving many interactions unobserved.
AI coaching platforms record appointment audio and analyze customer conversations to generate performance insights previously impossible to obtain at scale. Pawar shared data from nearly 70,000 recorded appointments showing strong correlations between sales process adherence and business outcomes.
Technicians following the sales process 90–100% of the time had average tickets nearly double those with low compliance. Unsurprisingly, closing rates rose with adherence. Pawar said, “It’s very simple, but when you equip your technicians with this data, it becomes hard to refute what you’re teaching.”
AI also tracks nuances like speech patterns. Faster talkers had lower conversion rates. Customers responded better to patient, measured communication.
The platform scores conversation flow, interaction quality, and process adherence, allowing coaching to shift from vague advice to targeted feedback. Managers can highlight moments where patience improved outcomes or rushing caused resistance.
Customer search behavior evolves beyond traditional SEO
While contractors gain unprecedented visibility into technician performance, customer acquisition strategies must evolve just as rapidly. Josh Koplin from EDEN presented “Convergence of AI and Modern Consumer Behavior,” comparing search results for “highly rated heating contractor near Kirkland, Washington” across Google, ChatGPT, and Perplexity. Each platform produced different contractor recommendations.
Google prioritized local business listings and paid advertisements. ChatGPT pulled from Reddit discussions and customer testimonials. Perplexity focused on contractors with proper licensing and transparent policies. Contractors appearing in AI-generated summaries actually saw higher click-through rates, possibly because customers found the consolidated recommendations more convenient than sorting through multiple search results.
Gartner, a leading research and advisory company that analyzes technology trends and provides strategic insights to businesses worldwide, predicts traditional search volume will drop 25% by 2026 as users increasingly turn to AI tools. These platforms prioritize reviews, transparency, and structured data over backlinks and keywords.
Koplin noted 80% of customers complete research before contacting a contractor, with nearly 67% preferring pricing details upfront. This shift demands sales reps adapt to prospects who expect validation, not education.
Marketing automation demands strategic implementation
Understanding how customers discover contractors naturally leads to optimizing how contractors present themselves online. AJ Sonnick, founder of a mechanical contractor marketing agency, emphasized in “Harnessing AI for HVACR Marketing Success” that detailed prompts yield better AI content than generic requests.
He recommended heat mapping tools like Hotjar or Microsoft Clarity to analyze website user behavior for 30–60 days. Sonnick warned against keeping these tools active indefinitely due to SEO impacts and stressed A/B testing AI-generated content to refine marketing strategies.
He also highlighted AI’s ability to automate professional review responses, saving time and building trust without manual effort. Review automation makes sense as a first AI application—contractors see immediate time savings without disrupting their operations.
Strategic adoption creates competitive advantages
The experiences presented at ACCA 2025 confirm AI tools are delivering measurable value when implemented strategically.
These aren’t futuristic concepts anymore; they’re working solutions that contractors are using right now to solve real problems. The data consistently validates their impact, from RILLA’s analysis showing high-compliance technicians achieving better results to Koplin’s research revealing new customer acquisition opportunities.
For an industry that’s traditionally been slow to adopt new technology, this shift feels different. Contractors who implement strategically today build operational foundations that compound over time. The competitive advantage window remains open, but early adopters are already establishing benefits that will be difficult for competitors to match.
The bottom line from ACCA 2025 was clear: AI has moved from experimental to essential in HVACR operations. Contractors who embrace systematic implementation now position themselves for long-term success in an increasingly competitive marketplace.
Interested in learning more about these AI implementations and other industry insights? Access the complete ACCA 2025 session library.
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