AI Receptionist
Takes the no-heat call at eleven at night on the first hard freeze, gets the address and the age of the system, and asks whether anyone in the house is elderly or has a newborn before deciding between the on-call technician and the morning board. In July it runs the same triage for no-cool, separating a failed condenser from a thermostat nobody has changed the batteries in. The overnight queue arrives sorted rather than as forty identical voicemails.