Viking Pest: AI Call coverage with deep CRM integration

Why Viking went looking for AI call coverage

Home services run on the next bookable call. When calls go to voicemail, jobs walk to a competitor. In pest, the math gets harder with pricing that changes by service tier and by zip code across every state Viking serves.

Viking Pest needed overflow and after-hours coverage that could actually book a job. Their old setup couldn't differentiate between Viking's pest plans cleanly, dropped pricing nuance by zip code, and left the team digging through messy handoffs the next morning.

Avoca's AI CSR Implementation

Avoca went live on Viking's overflow and after-hours line with a custom AI agent the team named Sarah.

What Sarah delivered:

• Answering and booking calls - overflow, after-hours, weekends, and holidays
• Accounting for plan differentiation across Viking's pest service tiers and locations
• Booking calls directly in their Pestpac CRM with structured call summaries

Tightening the rep handoff: PestPac integration

Catching the call is the first half of the job. Pushing it cleanly into the system reps actually work in is the second. Without that connection, AI-handled calls land as PDFs and emails the team has to retype, and the speed gain from after-hours coverage gets eaten back the next morning.

Viking runs on PestPac. Avoca's PestPac integration connects every Sarah-handled call directly to the system Viking's reps already use.

What the integration does:

• Creates the lead and books services directly into PestPac from the AI call
• Creates the location, including multi-property logic for customers with a primary home and a shore home on the same email
• Drops a structured note on the account with the call summary
• Routes the lead to the right team for follow-up

What Avoca is delivering

Every AI-handled call lands as a structured lead in PestPac with the right location, branch, and call summary on the account.

Sarah handles overflow and after-hours. Reps follow up from PestPac delivering tight results;

• Hundreds of calls handled per week by Sarah across NJ, PA, DE, and MD
• 100% coverage during peak and after-hours with zero hold time
• Unqualified calls filtered out delivering leads ready to close

The mornings that used to start with voicemails and retyping now start with a clean queue. Sarah works the line nights, weekends, and overflow; every call lands in PestPac as a structured lead; and Viking's reps spend their day closing instead of catching up.