ProCare Pest Control — building an artificial intelligence receptionist for one of metro Atlanta's larger pest operators.

How DRS engineered, deployed, and operates Maddie — ProCare's artificial intelligence receptionist handling every inbound call 24/7, since May 2026.

ClientProCare Pest Control

IndustryPest Control

LocationMetro Atlanta · Georgia

StatusLive in production

THE CHALLENGE

What was broken before we showed up.

ProCare is one of the larger pest control operators in metro Atlanta. Going into peak season, the front office was drowning in routine inbound — bug ID, basic pricing, schedule changes, after-hours leads — while the team needed to focus on complex jobs and existing customer relationships. Calls were slipping. Voicemails piled up overnight. After-hours leads who didn't get a fast callback simply called the next company on the Google search.

WHAT WE BUILT

The artificial intelligence system, end-to-end.

We came in, audited the full call flow, and identified the highest-leverage intervention: a custom artificial intelligence voice receptionist named Maddie, integrated end-to-end with their scheduling system and skill-matrix dispatch logic.

— Build 01 —

Custom artificial intelligence voice agent (Maddie)

Production voice agent answering every inbound call 24/7. Conversational, warm, trained on ProCare's specific business rules, services, and routing logic.

— Build 02 —

FieldRoutes integration

Direct API integration with the operator's scheduling system. New customer intake writes appointments straight into the booking calendar — no double-handling.

— Build 03 —

Skill-matrix routing

Smart dispatch logic calculates job duration, customer location, technician skill matrix, day-off filters, and load balancing to assign the right tech to the right day.

— Build 04 —

Existing-customer transfer pattern

Existing customers and complex cases get transferred seamlessly to a human at the office. Maddie's job is new-customer intake + screening — not replacing existing relationships.

— Build 05 —

After-hours capture-callback pattern

When the office is closed, Maddie captures full new-customer details and routes structured leads into the system for first-thing-tomorrow follow-up.

— Build 06 —

Operations monitoring + weekly reports

Real-time call volume, transfer rate, lead capture rate, and routing accuracy. Weekly reports surface trends + edge cases for prompt updates.

OUTCOMES

What changed for the operator.

Every inbound call answered, 24/7 — no voicemail roulette for new customers.
After-hours leads captured with full context and routed into the booking system before the customer can shop competitors.
Office staff freed from routine intake to focus on existing accounts and complex cases.
Vendor and robocall screening — Maddie recognizes and screens sales calls before they reach the team.
Live in production since May 2026. Independently audited and operated by DRS.

— Architecture —

Maddie operates on Vapi for voice transport and Claude (Anthropic) for reasoning, integrated to FieldRoutes for booking and a custom routing layer for dispatch. The whole system is monitored, iterated, and operated by DRS under monthly retainer — not a ship-and-walk-away build.