Our Story

From One Call in an Apartment to a National Customer Engagement Platform

Innovative Answering Assistance began in 2010 with a simple mission: to help service businesses answer every customer with professionalism, consistency, and care.

What started with one customer call answered from Anthony Castiglione’s apartment has grown into a nationwide customer engagement company supporting home-service businesses around the clock.

Throughout our history, we have continued to invest in our people, technology, and partnerships. Today, IAA combines experienced U.S.-based customer service professionals, proprietary scheduling technology, automated lead follow-up, and AI-powered call answering to help our clients capture more opportunities and deliver a better customer experience.

OUR HISTORY

June 2010

IAA received its first customer call in Anthony’s apartment, marking the beginning of the company.
June 2011

Opened our first office as our customer base and team began to grow.
July 2012

Expanded across the country by welcoming our first West Coast client.
August 2014

Moved into our current headquarters to support IAA’s continued growth.
June 2015

Welcomed our first remote customer service agent, beginning IAA’s evolution into a distributed national workforce.
September 2015

Launched Rover, IAA’s proprietary scheduling technology, providing our clients with more advanced and customizable appointment-management capabilities.
September 2017

Continued serving customers through Hurricane Irma and immediately began building the infrastructure needed for a fully remote and more resilient future.
January 2019

Surpassed one million customer calls handled in a single year for the first time.
April 2021

Added a Chief Software Architect and expanded our development team, accelerating IAA’s transformation into a technology-driven customer engagement company.

September 2021

Welcomed our 100th employee—an important milestone in the growth of our team and company culture.
July 2022

Expanded our services into multiple home-service industries, extending IAA’s experience and technology beyond its original customer base.
July 2023

Further expanded our software development team to strengthen our technology platform and prepare IAA for its next stage of growth.
April 2024

Launched Ava Responder and Ava Engage, IAA’s next generation of AI-powered customer communication and lead-management solutions. These tools expanded IAA beyond live answering by providing automated responses and continued follow-up for missed and unscheduled opportunities.
February 2025

Expanded our software development team again and began building deeper Rover integrations to connect phone calls, messages, leads, scheduling, and follow-up within one unified customer journey.
June 2025

Partnered with Avoca to incorporate advanced conversational AI voice technology into IAA’s customer service platform.
July 2026

Successfully launched AI-powered overflow answering across our network. The technology supports our live agents by answering calls during extended hold times and unexpected spikes in call volume, helping reduce abandoned calls and missed opportunities.

IAA TODAY

Today, IAA manages customer interactions across phone calls, live chat, email, text messaging, online scheduling, lead follow-up, abandoned calls, unscheduled opportunities, cancellations, and incomplete bookings.

Our experienced customer service professionals remain at the center of everything we do. They are supported by intelligent automation and AI technology designed to improve response times, reduce abandoned opportunities, and keep customers connected when call volume unexpectedly increases.

The company may look very different from the day that first call was answered in Anthony’s apartment, but our purpose has never changed:

To help our clients take better care of every customer and ensure that every opportunity receives the attention it deserves.

Here is a photo gallery that shows some photos during our startup phase. It highlights the demolition, construction, and finished phases of our corporate office.