Steven Serrano

At the summit

All session times are Eastern Time (Charlotte).

• ClassroomAI for Small Business Growth

  From Missed Call to Booked Job: Building a Practical AI Receptionist for a Small Business

  Thursday, November 51:30 PM – 2:10 PM ET

  AI for Small Business Growth

  Small businesses lose valuable opportunities whenever calls go unanswered, follow-ups are delayed, or customer information falls through the cracks. In this practical session, Steven Serrano will break down how an AI receptionist can move a customer from the first “hello” to a qualified, documented, and properly routed next step. You'll also discover what can go wrong: including unclear business rules, over-automation, and weak escalation paths. Plus how an AI system left unchecked can lead to poor customer experiences and complaints. Leave with a clear understanding of what makes an AI receptionist effective, where human oversight remains essential, and how a thoughtfully designed system can help your business capture more opportunities and support sustainable growth.

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About Steven Serrano

Steven Serrano is the founder of Advisory Formulas, a Charlotte-based company that designs and deploys custom AI receptionists for home services. His work focuses on helping small businesses answer more calls, qualify customer needs, schedule appointments, and document each interaction without removing human judgment from the process. Steven takes a practical, operations-first approach to AI. Before automating a conversation, he maps the business rules behind it: what the system may say, what it may schedule, when it should transfer a caller, and when a person must step in. Through his work with service businesses, he helps owners turn AI from a general idea into a defined workflow that supports their team and creates a more consistent customer experience.