Customizing behavior with playbooks

AI is no longer just automation or chatbots. It's becoming a real employee for service businesses.

In this episode of Service Business Mastery, recorded live at AHR Expo 2026, Tersh Blissett sits down with Dennis Steele, co-founder of Podium, to talk about the rise of AI agents and how they're transforming HVAC and plumbing companies.

From answering calls and booking jobs to handling angry customers and following up on estimates, AI agents are beginning to perform real work that previously required multiple team members.

Dennis shares how Podium started by helping contractors get more Google reviews, how the platform evolved into a full communication system for trades, and why the new generation of AI agents can now handle complex tasks across phone calls, text messages, scheduling, and CRM data.

They also discuss real-world examples of AI agents turning angry drivers into paying customers, managing after-hours calls, and helping companies scale without burning out their staff.

If you're wondering whether AI will replace people or simply help service businesses run smarter and more efficiently, this episode breaks down what's actually happening right now.

What You Will Learn in This Episode

• What AI agents actually are and how they differ from chatbots • Why AI agents can now perform real human-level tasks • How AI employees can answer calls, texts, and book appointments • How AI agents help service businesses avoid missed calls and lost leads • A real story of an angry driver becoming a booked service call • How AI helps companies scale customer support without hiring more CSRs • Why consumer expectations are shifting because of AI • How AI agents can analyze business data to generate new jobs • How outbound AI will help fill service calendars automatically • Why AI employees need onboarding just like human employees • How companies can customize AI behavior with playbooks • What service business owners should know about AI security and voice cloning

Timestamps

00:00 Introduction from AHR Expo 01:43 The origin story of Podium 03:00 What AI agents actually are 04:02 The shift from AI assistance to AI employees 06:05 How AI is changing customer expectations 07:13 Why human interaction still matters 08:15 Customers building relationships with AI agents 09:17 The angry driver story that turned into a booked job 10:16 How AI handles unlimited calls and scaling 11:28 Why after-hours calls are the biggest opportunity 12:11 AI outbound calling and membership follow-ups 13:17 Using data to generate new service opportunities 15:12 Customizing AI conversations with playbooks 18:37 When AI goes off script (opera singing story) 20:05 The origin of Podium's review platform 22:21 Building the communication platform for trades 24:10 The future of AI for service businesses 25:54 Onboarding and training your AI employee 28:47 Building strong company culture at scale 31:46 How to learn more about Podium 32:29 AI safety and voice cloning concerns

Follow the Host and Guest

Tersh Blissett: https://www.linkedin.com/in/tershblissett/ Josh Crouch: https://www.linkedin.com/in/josh-crouch/ Dennis Steele: https://www.linkedin.com/in/steeledennis/ Podium: https://www.podium.com/ Connect with Us

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