Episode 262
- 20 hours ago
- 2 min read
2/19/26
Topic: Practical AI Lessons from a Mid-Sized Pest Company
Guest: Brett Lieberman, Co-Owner, My Pest Pros
In this episode we discuss:
Our sponsors Coalmarch by Workwave, PestSure, Voice for Pest & Forshaw
PMP Industry Insiders Peer Groups
Brett Lieberman's unexpected career path from journalist to MBA to pest control company owner
How My Pest Pros uses AI, including an AI voice agent named Sydney that books jobs directly into the company's CRM and an AI agent named Carly that screens job applicants via text message
Mishaps that have happened with AI agents, including booking a job in Texas
Brett's "AI board of directors," an AI tool that creates personas for different functional areas (CEO, CFO, CMO) to provide feedback on business decisions, using financial reports from PCO Bookkeepers & M&A Specialists
How Brett analyzed 1.3 million lines of call transcripts with AI, identifying 69,000 customer questions consolidated into 91 categories.
The most common question (it was about "process" — what the company does differently from DIY solutions) and how this analysis helps improve training and marketing
Insights from Dan about where WorkWave and other CRMs are going with AI and data
The challenge of measuring the exact ROI of AI
Why Donnie equates the investment in AI to the investment in training; it's worth it but hard to tie to exact dollars saved
How Brett envisions AI in the future: continuing to automate menial tasks, allowing staff to focus on quality checks and customer interaction
Notable: "I don't know that it's going to replace people ... But it's going to shift what we do with our key people — to give them the tools and information to take away some of the menial work." —Brett Lieberman
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