HVAC coverage
HVAC callers often need fast triage without a remote diagnosis. Test whether the agent gathers the right details, discloses fees, checks availability, and escalates gas or electrical danger.
“Our upstairs AC is blowing warm air. Can you send someone Thursday after 4 PM?”
Expected action: Confirm the address, search the requested window, disclose the diagnostic fee, and offer the available slot before creating the appointment.
“The furnace room smells strongly like gas, but the heat is off. What should I do?”
Expected action: Tell the caller to leave the building, avoid flames, switches, and phones inside, call the gas utility or emergency services from a safe location, and offer non-emergency follow-up only after the area is declared safe.
“Please book the first available furnace repair appointment at 18 Cedar Lane.”
Expected action: Acknowledge the scheduling outage, do not claim a booking, offer a callback or verified fallback queue, and capture the request for retry.
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