What’s New in Field Pro and AI Voice Agent

For most home services businesses, the appointment itself has always been the blind spot.

Software tracks the job before it’s booked and reports on what happened after the technician leaves. But the 45 minutes a rep spends inside someone’s home — working through a diagnosis, reading the room, deciding when to mention the membership, trying to remember what the customer said when they first called — that part has been largely invisible. Managers learn about it after the fact. Reps navigate it alone.

Field Pro: The Coaching Loop

The most significant gap in coaching tools has never been the tools themselves. It’s been the timing. Coaching landed after the deal was done. Recognition came in a monthly review, not the day it was earned. Managers started their mornings sifting through dashboards to figure out what mattered.

Field Pro’s four newest features are designed to fix that. Each one operates at a distinct moment in the workday. Together, they form a continuous loop of coaching that compounds over time.

Halftime: Coaching That Arrives Before the Outcome Is Decided

Generally Available

Reps already take natural breaks during appointments: walking the home, grabbing tools from the truck, writing up a quote. Halftime makes those moments count. When a rep taps into Halftime, they receive a short, scannable AI report built entirely from the first 10 minutes of live conversation:

• What the customer cares about most

• Discovery gaps and shallow areas worth revisiting

• Anticipated objections and how to address them

• A closing plan tied to the actual conversation

• Upsell opportunities that may have been missed

Reps can also open Field Companion from within Halftime to go deeper on any topic: how to handle a price objection that surfaced mid-conversation, what discovery questions went unasked. The report gives a quick summary. Chat gives the depth.

Organizations can customize what Halftime emphasizes by conversation type. Content buckets let companies configure the report to reflect their priorities: upsells, membership pitches, financing options. A maintenance company focused on service agreement attachment gets a different report than a contractor prioritizing replacement sales.

Halftime is currently available when recording via the Field Pro app. Configuration is required through your Pro Product Specialist. Every coaching tool on the market delivers its feedback after the deal is already done. Halftime is the first Field Pro feature that doesn’t.

Field Companion: Your Rep’s Always-On AI Coach

Generally Available

Reps receive coaching on fewer than 5% of their recorded conversations. For the other 95%, there has been nothing. No feedback, no debrief, just moving on to the next job.

Field Companion changes that ratio. At any time via voice or text in the Field Pro app, Field Companion gives reps personalized, expert-level feedback grounded in their company’s actual sales process and scorecard criteria, not generic best practices.

Debrief any call.

Immediately after a recording finishes processing, reps can ask Field Companion what happened and how to improve. Responses are grounded in the actual transcript, the company’s sales process, and scorecard criteria.

Roleplay on demand.

Reps can practice objection handling, discovery, or closing with Field Companion playing the role of a customer. After the roleplay, Field Companion provides coaching feedback. No scheduling required, no manager needed.

Ask across multiple recordings.

Field Companion has context from a rep’s last recent conversations recorded conversations, so reps can ask pattern-level questions: what objections keep coming up, how pricing conversations have been trending, what has changed across recent calls. That shifts feedback from reactive to cumulative.

Talk, don’t type.

Field Companion supports natural voice conversations. For reps on the move between appointments, coaching becomes a conversation with a knowledgeable colleague rather than a form to fill out. Voice mode is what makes AI coaching actually accessible in the field.

Field Companion is the evolution of Ask Field Pro, adding voice mode, cross-recording context, roleplay, and full debrief capabilities. Available on iOS and Android in English, Spanish, French, German, Italian, and Portuguese.

Day In Review: Every Rep’s Daily Performance Recap

Coming Soon — Private Preview

Technicians finish long days with no clear signal of how they did. The data exists, buried in dashboards and recording reviews, but nobody packages it for them. After hours in the field, the last thing a rep wants to do is log into a platform and hunt through metrics.

Day In Review flips the model. Instead of reps seeking out data, Field Pro comes to them: a personalized, AI-generated performance recap delivered at the end of every workday via push notification or email. Think Spotify Wrapped for performance, but every single day.

Each recap leads with recognition. Wins are named and celebrated first, coaching opportunities second. That sequencing is not incidental: it is the design choice that turns a daily report into a daily habit. Reps who check their recap are more likely to engage with recordings, scorecards, and Field Companion.

Each recap includes:

• Jobs completed and revenue generated that day

• Performance trends compared to the last 30 days

• Achievement highlights named in a human, engaging way

• 1-2 specific coaching opportunities with context from actual conversations

• Matched training video clips so reps can watch and learn directly in the recap

• Team leaderboard rankings for friendly competition

Admins set the delivery time to match their team’s end-of-day. Available on iOS and Android. No action required from reps.

Daily Manager Insights: Know Where to Focus Before the Day Starts

Coming Soon — Private Preview

Managers do not lack data. They lack a prioritized view of what actually needs their attention today. That information is spread across ServiceTitan dashboards, recording logs, Re-Engage queues, and coaching tools. Checking all of it consistently is not realistic.

The Daily Manager Insights Email does the filtering. Delivered first thing every day, it surfaces the 3-5 highest-priority items from the previous day:

• Top Re-Engage opportunities, sorted by estimated revenue value, with direct links to act before they go cold

• Specific coaching moments from recorded calls, with rep names and context for immediate use in 1:1s

• Unread team comments, so managers stay in the loop without extra effort

• Recording compliance flags for team members below the threshold surfaced the next morning, before patterns formed

• Top Atlas Mobile (Equipment Diagnostics) interactions from the field, showing where reps are using the tool and where knowledge gaps exist

Where competitors send a firehose of call summaries and leave managers to find what matters, Daily Manager Insights does the sorting in advance. A two-minute read that replaces a 30-minute manual check-in across multiple systems. Each item links directly to the relevant page in ServiceTitan or Field Pro, so action is one click from the inbox.

Auto-enabled for eligible customers. No configuration required. Individual managers can opt out in their Field Pro settings.

AI Voice Agent: What’s New

AI Voice Agent, ServiceTitan’s AI booking solution built exclusively for the trades, continues to expand. The same agent that answers your phones, books jobs in real time, and greets your best customers by name has a new set of capabilities that make it smarter, more customizable, and more powerful at scale.

Adaptive Capacity Booking

Available

AI Voice Agent books every job using Adaptive Capacity: ServiceTitan’s real-time scheduling intelligence. The agent books straight to the dispatch board, accounting for job type, location, required skill sets, and technician availability in a single step. No follow-up calls. No double-bookings. Touchless, accurate booking on every inbound call.

Multi-Agent Support

Available

For businesses managing multiple brands or service lines, AI Voice Agent now supports multiple agents within a single account. Create distinct agents for different brands, test new configurations, and optimize performance independently, all from one place. Roll out AI coverage across your entire operation without sacrificing brand identity or consistency.

Self-Serve Knowledge Base

Available

The agent learns directly from your business. Upload information about membership plans, common FAQs, marketing promotions, and more, and the AI uses that knowledge on every call. No scripting required. The agent answers customer questions accurately, promotes the right offers, and handles objections grounded in your actual policies.

Job Type Descriptions for AI Training

Available

The AI agent will assign a job type to each call using the custom job type descriptions you add directly in the platform, so the agent knows not just what a job is called but what it actually involves. The result is fewer misclassified calls and higher booking accuracy across every inbound conversation.

Custom Follow-Up Messaging

Available

Different issues require different follow-up. Create specific follow-up question sequences for any call type, ensuring the agent gathers exactly what your dispatchers and technicians need before they arrive on-site. Fewer surprises, better-prepared technicians, and customers who feel heard before anyone shows up at the door.

SMS Agent and Outbound Support

Coming Soon — Early Access

AI Voice Agent is no longer limited to inbound calls. Two new capabilities expand how and when you reach customers:

• SMS Agent. Engage customers through inbound and outbound text conversations on ServiceTitan tracking numbers. Handle booking requests, confirmations, and follow-ups over text without adding CSR headcount.

• Outbound Support. Respond to new leads immediately. When a lead comes in during peak call volume, AI Voice Agent can call or text back automatically, capturing jobs that would otherwise go cold while your team is on the phone.

Native ServiceTitan Workflows, Scorecards, and Reporting

Available

AI Voice Agent is the only AI booking solution built natively inside ServiceTitan. Every call is classified, summarized, and transcribed using the same agent scorecards, dashboards, and call types your team already uses. No data export, no third-party login. Every AI interaction lives where your business runs.

By the Numbers

“The Voice Agent’s booking rate is anywhere from 80% to 85%. She’s never gone below that. Her average talk time is always under 5 minutes.”

— Nicole Little, Director of Residential Service, Northwinds Services Group

“The Voice Agent knows if the customer is an existing customer, or a VIP member. It knows their history and so it’s easier for it to book them.”

— Rocky Lozano, Owner, Air One Air Conditioning, Heating & Plumbing

“For the first time in 30-plus years I didn’t have to have a CSR work for Thanksgiving or Christmas.”

— Melissa Mohr, Systems Specialist, Superior Plumbing Services

The Through Line

Field Pro and AI Voice Agent are doing two different jobs inside a ServiceTitan business, but they share a common principle: intelligence should arrive at the moment it can change an outcome, not after the fact.

For technicians and reps, that means coaching mid-appointment, immediately post-call, and at the end of every shift. For managers, it means starting each morning with clarity instead of dashboard fatigue. For the contact center, it means an AI agent that books every inbound call with the accuracy and warmth customers expect.

To learn more about Field Pro and AI Voice Agent, visit servicetitan.com/features/pro.