Wednesday, March 04, 2026
Wrench Group, one of the leading home services providers in the United States, has announced a strategic partnership with Lace AI, a Mountain View–based company specializing in AI-powered customer engagement software for home service businesses. Through this collaboration, Wrench Group aims to strengthen its call center operations by integrating advanced artificial intelligence tools designed to improve agent performance, enhance data insights, and ultimately deliver a better customer experience.
As customer expectations continue to rise, home service companies increasingly rely on technology to streamline communication and service delivery. With this partnership, Wrench Group plans to introduce AI-driven capabilities that support Contact Center Representatives by providing real-time performance insights, improving coaching strategies, and ensuring consistent service quality across multiple markets.
“Missed calls and inconsistent interactions can result in lost revenue and wasted opportunities to serve our customers,” said Dennis Laliberte, Chief Operating Officer at Wrench Group. “Partnering with Lace AI gives us greater visibility into our call performance and the ability to improve our service in real time. This investment supports our goal of delivering a more data-driven customer experience, increasing booking rates, and recovering missed opportunities.”
Importantly, the collaboration adopts a human-plus-AI model, which focuses on enhancing team productivity rather than replacing human employees. By automating routine tasks and providing instant insights during interactions, the platform enables agents to concentrate on more complex customer needs and relationship building. At the same time, the system helps maintain consistent communication, faster response times, and standardized messaging across all customer touchpoints.
“Wrench Group has built one of the largest and most respected organizations in home services by staying relentlessly focused on performance, innovation, and long-term growth,” said Boris Valkov, CEO and Co-founder of Lace. “That mindset is exactly what Lace is built for. We partner with teams who want to challenge the status quo, move faster than the market, and continuously improve how their teams perform. This is more than a technology deployment, it’s a partnership built on trust and a shared commitment to raising the standard for performance and operational efficiency. Together, we’re redefining what great customer experience looks like in the era of AI.”
Furthermore, Lace AI emphasizes that artificial intelligence is becoming a core operational layer for modern service organizations. As businesses grow, they must manage increasing complexity across customers, communication channels, and geographic locations.
“AI is the core infrastructure for how modern service organizations operate,” said Stan Stoyanov, Chief Technology Officer of Lace. “Growth adds complexity across customers, channels, and locations. Our partnership with Wrench Group embeds AI into daily customer engagement to capture demand 24/7, reduce operational strain, and free their teams to focus where human expertise matters most. The scale and operational depth of this partnership also helps us continue advancing what AI can deliver for large home services organizations.”
In addition to improving customer interactions, the partnership also aligns with Wrench Group’s broader digital transformation strategy. By integrating AI tools across its operations, the company aims to uncover new efficiencies and strengthen its competitive position within the home services industry.
“We’re integrating AI across Wrench Group to unlock new value and drive the kind of measurable outcomes that strengthen our business,” said Dave Fritzinger, Chief Information Officer at Wrench Group. “By collaborating with Lace AI, we are embedding purpose-built AI into our customer engagement process and continuing to embrace technology to set Wrench apart not only as a leading business in the industry but an innovator.”
Overall, this collaboration reflects a growing trend in which companies adopt AI-driven customer engagement platforms to improve operational efficiency, increase revenue opportunities, and deliver more responsive customer service experiences.
To join our expert panel discussions, reach out to info@intentamplify.com
Recommended News
Palo Alto Networks partners with Nokia, U Mobile, Aeris, and Celerway to introduce Secure by Design AI Factories, strengthening security for AI, 5G, and IoT networks.
IDnow adopts Bright Pattern’s AI-powered contact center platform to support over 1 million monthly identity verifications and scale secure digital trust services across Europe.
