The Situation
An on-demand home services platform, URBANHELP connects users with certified HVAC, plumbing, and roofing technicians across multiple cities. While the mobile app handled bookings, tracking, and payments, users often faced friction when navigating service options or getting real-time support—especially during emergencies.
With increased user acquisition and growing seasonal demand, URBANHELP needed to:
- Streamline support across devices using voice and chat automation
- Eliminate wait times and reduce dependence on call centers
- Maintain contextual accuracy and trust in responses
- And deliver a unified experience across app, chatbot, and voice assistant.
To solve this, UrbanHelp turned to PragSoft Consulting to lead the conversational AI strategy, platform integration, and user experience transformation.
Our Approach
PragSoft executed a full-scope AI enablement project across mobile UX, voice assistant design, and chatbot intelligence. The strategy was structured across four consulting-led tracks over a 12-week sprint:
1. Conversational Experience Strategy
- Designed a voice-first interaction model for real-time bookings and status queries
- Developed user journeys for key intents: book service, reschedule, technician ETA, offers
- Mapped voice and chat fallbacks to ensure high-resolution confidence rates
2. AI Architecture & Integration
- Implemented a RAG-based chatbot using LangChain, FAISS, and OpenAI for dynamic response generation
- Embedded a real-time voice agent using VAAPI to enable speech-driven navigation and updates
- Ensured cross-modal consistency between app, voice, and chatbot interactions
3. Mobile App Engineering & UX Optimization
- Integrated geo-tagging, real-time technician tracking, and smart notification flows
- Enabled multi-gateway payments for fast, secure checkouts
- Created seamless transitions between voice, text, and in-app service flows
4. Scalability, Monitoring & Speech Accuracy
- Built performance monitoring for data freshness, response latency, and accuracy under high load
- Tuned speech models for accent variation and background noise conditions
- Delivered real-time sync between backend ticketing and conversational touchpoints
The Results
The new AI-enhanced platform delivered immediate improvements in user experience and operational efficiency:
- 2.5x Increase in self-service bookings across voice and chat
- Reduced support volume by 46%, freeing up live agents for complex cases
- Higher conversion rates for users interacting via conversational touchpoints
- Improved satisfaction scores for app users engaging with the voice assistant
- Platform became a standout example of AI in real-world, non-tech service verticals
What the Client Said
“PragSoft’s ability to integrate cutting-edge AI with everyday utility was the game-changer. Our customers now experience ease and clarity—without needing to pick up the phone.”
Amina Siddiqi
Product Director, UrbanHelp
Looking ahead
UrbanHelp is expanding its AI capabilities into predictive maintenance, energy efficiency tips, and loyalty-driven service bundles.
PragSoft continues to serve as the company’s AI strategy and customer experience partner, helping shape the next chapter in home services innovation.
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