Have you noticed the increasing presence of AI in your life? When you search for something on Google, you now get an AI summary of what it thinks you want to know. When you type an email, predictive text finishes your sentences. Even your phone camera uses AI to adjust lighting and sharpen focus.

I recently attended a conference (Nexstar Network’s Super Meeting in Aurora, Colorado) where AI was a hot topic. I overheard countless plumbers, HVAC techs and business owners talking about how they were using AI. Some used to draft emails to clients, others to assist in lead generation, and some to automate call answering. Everyone seemed to be utilizing it in their own unique way; finding ways to make it work for their teams, their customers and their businesses.

When people think of artificial intelligence, they might not see its value in the trades. But, AI is showing up in far more practical, accessible ways across the industry. From chatbots that answer customer calls after hours to diagnostic tools that help identify system issues faster, it’s becoming a quiet but powerful ally in day-to-day operations of businesses around the world.

Across the industry, contractors are finding that AI isn’t replacing people — it’s helping them do their jobs better. Whether that means freeing up time to focus on service quality, improving communication with customers, or identifying patterns that can save money and prevent callbacks, AI is beginning to reshape how work gets done in the trades.

What problems are AI solving?

Artificial intelligence is being used in a plethora of ways across the trades industry. According to Lynn Wise, CEO of Contractor in Charge, “Plumbing and mechanical contractors are moving past the experimental phase of AI and are adopting practical solutions that integrate directly into their daily operations. These tools are streamlining workflows, enhancing customer service, and boosting profitability.”

Like in any other type of business, operation complexity grows as the business does. From scheduling multiple crews to managing equipment, tracking KPIs, and following up on leads, even small inefficiencies can quickly become lost revenue and frustrated customers. AI is increasingly helping contractors address these pain points by automating tasks, providing actionable insights, and improving overall efficiency.

Hugh Joyce, president of James River Air Conditioning and Global Comfort Group, took the steps to analyze how his team could better use AI. “We met with many vendors and even explored building our own system. I traveled the country visiting trade shows, looking at demos, seeking an innovator and partner. We were looking for an integrated platform that could get us the leverage from AI.”

His top priorities when looking for which AI systems to implement in his business were:

1. Routing and scheduling optimization
    One of the most immediate benefits contractors can see from AI is optimized routing and scheduling. AI-powered platforms analyze multiple variables, like job location, technician skillset, traffic patterns and estimated service times, to assign the right technician to the right job at the right time.
2. Gamification of technician work and performance
    AI also helps companies track labor minutes, analyze utilization, and identify bottlenecks. Joyce noted the benefits of gamification and real-time performance tracking: By providing insights into how technicians spend their day (from travel to active job time) business owners can make informed decisions on staffing, training and workload distribution.
3. KPI consolidation and real-time dashboards
    Instead of manually compiling reports from multiple sources, AI consolidates key performance indicators into a single, real-time dashboard. Joyce highlights this consolidation as a major advantage: using AI to help consolidate reporting and KPIs to create better real-time dashboards.
   This allows managers to respond quickly to trends and challenges, improving decision-making and operational efficiency.
4. Lead generation and tracking
    AI is completely reshaping how contractors capture and manage leads. Melisa Tokmak, CEO of Netic, explains: “Netic provides an AI revenue engine built specifically for skilled trades… so they never miss a lead. We can also generate new demand during slow seasons through autonomous text campaigns focused on owed maintenance, recapture, reminders, and promotions.”
   These tools can help businesses turn every customer interaction into revenue, all while maintaining the high service standards that business owners have spent years building and maintaining.
5. Equipment tracking and organization
    AI also streamlines inventory management, equipment assignments and maintenance schedules. Joyce noted that keeping equipment organized and accessible is a critical operational benefit. According to him, find an AI system that could assist his team with equipment tracking and organization, helping them stay ahead of scheduling and service needs, was important.

Contractors are discovering that AI isn’t replacing technicians; it’s helping them work smarter, communicate better, and deliver more value to customers.

After identifying his top priorities for implementation, Joyce’s experience reflects a broader industry trend — contractors are no longer just experimenting with AI; they’re actively applying it to solve day-to-day operational challenges. Across the trades, companies are finding practical ways to integrate AI into dispatching, communication, marketing and customer management systems — and the results are tangible.

For example:

• AllTech Services, an HVAC contractor company in Virginia, integrates a variety of AI platforms to optimize operations across the board:
  • Probook improves dispatching decisions by analyzing over 100 variables to match the right technician with each job.
  • Rilla AI tracks technician-customer conversations to enhance training, consistency, and customer satisfaction.
  • Creative tools like CapCut, Canva and ChatGPT streamline marketing content production, reducing turnaround times and increasing engagement.
• Netic provides a fully integrated AI revenue engine, handling inbound and outbound communications, automated booking and follow-up processes. Tokmak emphasizes how AI augments skilled trades workers rather than replacing them:

By addressing these operational challenges, AI empowers trades businesses to operate smarter, not just harder. The result is more efficient crews, more satisfied customers and measurable growth; all while preparing organizations for the next phase of digital transformation.

Impact on field technicians & daily work

While AI is rapidly transforming back-office operations, its influence on field technicians remains in the early stages — though signs point to major changes ahead.

According to Hugh Joyce, the impact on technicians’ day-to-day work is still limited, but it’s evolving. “Not much at this time,” he said. “It is helpful in research, but Google did that well prior to AI. Soon, it will be key in diagnostics and research and parts acquisition.” Joyce added that the most exciting developments will come as AI tools become more deeply integrated into field operations: assisting with routing, diagnostics, sourcing and training. “Routing, moving, reporting, diagnostics, sourcing. We will still have to do the work, but the leverage is exciting. Techs who adapt to it will be able to grow, thrive and earn. Training is another very exciting aspect of AI — with it a tech, or anyone, can learn to be anything.”

For many companies, AI is already beginning to enhance technician performance through better information and real-time insights. Abe Zarou, CEO of AllTech Services, explained how AI is helping bridge the gap between dispatch and the field: “New dispatchers often struggled with pairing the right technician to the right job due to the many factors involved: skills, proximity, equipment, availability and performance history. By introducing Probook, which accounts for over 100 variables, we’ve removed the guesswork and dramatically improved accuracy and efficiency.” This improvement has led to higher first-time fix rates and greater customer satisfaction; results that directly reflect on technicians’ effectiveness and confidence in the field.

Zarou also pointed to tools like Rilla AI, which analyze technician-customer conversations to strengthen training and consistency. “Rilla AI analyzes technician-customer conversations to strengthen training, consistency, and customer satisfaction,” he said. These insights help managers identify coaching opportunities and promote better communication between technicians and customers.

From a broader industry view, Lynn Wise, noted that AI-driven tools are giving technicians new resources for on-the-job success. She believes that these tools can “giive technicians real-time data for repairs and diagnostics, plus sales coaching that enhances both job performance and customer satisfaction,” Wise said. By embedding AI into service workflows, companies are helping technicians deliver faster, more informed, and more consistent service experiences.

Across these examples, one theme is clear: AI isn’t replacing technicians — it’s equipping them. As Joyce emphasized, “We will still have to do the work,” but with AI-enabled support systems in place, technicians stand to gain powerful tools that elevate both their performance and professional growth.

Branding matters

AI adoption is also reshaping how contractors interact with customers, with the added bonus of driving revenue growth. A key strategy is the implementation of branded AI assistants. By giving AI tools a name, introducing them in newsletters, and publicizing their role on social media, contractors build trust and engagement with customers. Lynn Wise emphasizes the importance of positioning AI as part of the customer-first strategy: “Customer-facing AI should be branded, named, and introduced to customers as part of the company’s identity.”

Rapid response is another critical benefit. AI platforms ensure that calls, texts, and website inquiries are answered quickly, preventing lost leads and missed opportunities. Melisa Tokmak explains, “Netic provides an AI revenue engine built specifically for skilled trades… so they never miss a lead. We can also generate new demand during slow seasons through autonomous text campaigns focused on owed maintenance, recapture, reminders, and promotions.”

Operationally, AI improves efficiency by automating repetitive tasks such as call handling, scheduling, and follow-up communications.The result is more time for human staff to focus on high-value tasks, consistent service quality, and measurable improvements in business performance.

Adoption strategies

But, where to start? It can be overwhelming looking for the right tools for your business; like any new technology, it can be more trouble than its worth to implement new, sometimes confusing, programs into a business that’s been running for years. No one wants to confuse their employees with new tech.

The best way that small businesses can adopt AI without overwhelming their teams or budgets is by starting with clean, accurate data. According to Lynn Wise: “AI depends on clean, up-to-date information to work effectively. Contractors should start by cleaning their customer databases, reviewing price books and removing redundancy in job types or skill entries.” Once a foundation of accurate data is established, businesses can implement AI for a single pain point — such as after-hours calls or dispatching — and expand gradually as ROI becomes measurable.

The trades are one of the few industries where AI strengthens, not replaces, human labor.

Team adoption and training are critical for success. Assigning AI champions ensures someone leads implementation, monitors progress, and supports peers. Abe Zarou described AllTech’s approach: “We appoint an AI Champion for each initiative; someone responsible for leading implementation, training and success tracking… Once they experience the benefits firsthand, it creates a chain reaction of enthusiasm and adoption across the organization.” Emphasizing AI as a partnership, not a replacement, can help staff embrace the technology while retaining the human touch.

AI can help fill the skilled labor gap by reducing operational strain on smaller teams. Technicians can focus on problem-solving, diagnostics, and customer service instead of repetitive administrative work. As Tokmak notes, “The trades are one of the few industries where AI strengthens, not replaces, human labor… It helps companies maintain performance standards in their teams and fill gaps during demand surges.”

By modernizing workflows, AI also makes trades careers more appealing to younger professionals. Automation of scheduling, follow-ups and communication allows techs to spend more time on the hands-on, technical work that drew them to the industry, while exposing them to data-driven, tech-enabled processes that feel modern and relevant. Joyce highlighted the opportunity for learning: “Training is another very exciting aspect of AI — with it, a tech, or anyone, can learn to be anything!”

The competitive advantage

As everyone knows, it’s always a good idea to be on the ground floor of the next big thing. Early AI adopters are positioned to gain significant advantages over competitors:

• Optimized operations: improved routing, scheduling, and workforce utilization.
• Faster response times and better customer relationships: rapid lead capture and proactive follow-ups.
• Compounding benefits from data: analytics enable continual process improvement and more informed decision-making.

However, selecting the right AI partner is crucial. Joyce advises: “Do your research and monitor the AI landscape continuously, don’t overestimate what it can do for the business at this point… It is all a balance.” Wise also emphasized the risk of waiting too long: contractors who delay adoption may fall behind in efficiency, revenue, and customer experience.

What’s next?

The future of AI in plumbing, HVAC and mechanical contracting involves full integration across the customer journey. AI is set to increasingly act as a real-time assistant for both technicians and business owners: helping schedule appointments, identify equipment issues, and manage communication.

As Hugh Joyce said earlier, AI will give us wings. But, it’s up to humans to fly the plane with them.

AI in the trades is not about replacement — it’s about empowerment. By leveraging AI for lead management, operational efficiency and workforce development, contractors can do what really matters: work smarter, deliver superior service, and build stronger, more competitive businesses. Early adopters who combine technology with skilled human labor are likely to lead the industry; setting a blueprint for the future of modern trades.