Case Study · Consumer AI Agent
Bookedconsultations,around the clock.
How a chat agent on Floor Coverings International's website turned after-hours browsing into 83 confirmed in-home appointments in under four months.
- Appointments booked in chat, June to mid-September
- 83
- Of bookings made after hours or on weekends
- 46%
- Median time from chat open to confirmed booking
- 5.8 min
- ZIP codes with a booked appointment
- 81
By Will Fraker, Founder, AGNTMKT·Updated
01 / The setup
From callback leads to live appointments
FCI’s website ran 280K to 364K sessions a month, mostly from paid social and search. A redesigned agent launched in February and chat starts quadrupled inside a week with site traffic flat. Through spring the agent captured name, phone, and email and handed each one to the local team as a callback lead.
In late May, live booking replaced the contact form. Visitors now choose a slot from the local scheduler inside the conversation. Each contact asks more of the visitor, so raw lead volume fell, but every result is a confirmed appointment on a local owner’s calendar rather than a phone number to chase.
02 / Results
A steady 19 to 26 appointments a month
*September 1 to 18.
Booked visitors move fast and mean it: half the appointments are set for within 48 hours, 93% within a week. Booking conversations average 19 messages, and 95% of bookings come from chats of nine or more messages. The agent earns the appointment by answering questions first.
03 / After hours
of conversations, and 46% of bookings, started on a weekend or between 6pm and 8am in the visitor’s own time zone, when a showroom phone would ring out. 6pm booked more appointments than any other hour. Sunday was the quietest day for chats and the third best for bookings.
04 / What converts
Booking rate by topic. Overall: 2.8%. Visitors who describe a real project convert at three to four times the average.
05 / Where chats come from
Chat is part of the paid media funnel
Paid social sent 594 conversations and 21 bookings; search ads sent 480 and 12. Most bookings started on local franchise pages (18) and campaign landing pages (17), not the homepage. The agent is the step between the ad click and the calendar, so it gets briefed like a media channel: a two-line note per campaign lets it answer the ad the visitor just clicked.
06 / What we learned
Questions book. Buttons browse.
Visitors who typed their own question first produced 80% of linked bookings. A “Schedule” quick-button was tapped 385 times and produced 10. Nearly half of the people who entered the booking flow left at the first form-shaped question. The fix: a shorter ZIP-first path for ready visitors, a “questions first” door for browsers, and a fallback that captures a name and mobile number the moment someone stalls.
07 / What it’s worth
About 280 appointments a year
June through August produced 70 appointments, 23 a month. At an assumed 35% close rate and FCI’s publicly disclosed average job value of $7,645, that pace is roughly $750K in attributed annual revenue. Counting only the 30% to 50% share that would not have converted without the agent gives the incremental range.
These are estimates. FCI has not shared actual revenue, close rates, or job values; the figures apply an average job value to the appointment count.
- Appointments per year
- 280
- Estimated attributed annual revenue
- $749K
- Estimated incremental revenue, 30%–50% share
- $225K–$375K
“The technology has to scale, it has to integrate without creating new problems, and it has to prove ROI fast. This checks every box. Will’s team has been extremely responsive, collaborative, and clearly understands what it takes to support a complex, multi-location business.”
Matthew Judy
VP Performance Marketing, Floor Coverings International
Conversation and booking figures from Agent OS records, June 1 to September 18, 2026. Revenue figures are estimates from average job values, not reported revenue.
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