Whether ServiceTitan's AI Virtual Agent helps drive revenue for Brothers Plumbing, Heating & Electric isn't a million-dollar question.
For the Denver company, the ServiceTitan AI Virtual Agent is a million-dollar answer.
"Since November, we've recovered in revenue over a million dollars' worth of revenue that's saved us from jobs we would've otherwise lost," says Tyler Frydenlund, Brothers' lead systems administrator. "That's a big deal for us."
$1.33 million.
A big deal, indeed.
The ServiceTitan AI Virtual Agent responds in seconds to new leads, whether by call, text, or online marketplace. Then it books jobs based on a company’s capacity: real zones, technician skills, job types, and business rules, not just the next available timeslot.
Those results don't happen without something on which to build. Brothers spent months before launch rebuilding job types and configuring capacity planning, getting its data right for the VA and for every team member using ServiceTitan day-to-day.
The VA runs on what Brothers built. And Brothers built it right.
That seven-figure acceleration in revenue is most certainly significant, but the ServiceTitan AI Virtual Agent delivers numbers for Brothers in other ways, too.
40 years
Brothers, founded in 1980, used new technology that advanced during that decade to make sure no missed phone call went unrecorded for businesses.
“For 40 years, you went to voicemail if we weren't here,” Frydenlund says.
Brothers would end a business day about 8 p.m., and customers with service requests would leave a message that would get handled the next morning.
“We would leave customers for 10-plus hours, 11 hours, before we reached out to them,” he says.
The consequences were measurable and painful.
"When we would call people back, we had less than a 3% chance of recovering a missed phone call and turning it into a job," Frydenlund says. "Those people called somebody else. They have a real problem, they need it solved. They don't have hot water, they don't have a flushing toilet. They're not going to wait for you."
In January 2026, Brothers made a change, adopting ServiceTitan’s AI Virtual Agent that can answer customers 24 hours a day, seven days a week, holidays included.
“That's been a game-changer for customers, taking care of them after hours,” Frydenlund says.
30% to 5%
The first responder for a customer reaching out, according to industry benchmarks, wins nearly half of closed deals, regardless of the price.
Responding within five minutes makes a contact up to 21 times more likely to qualify a lead, those benchmarks also show, and a wait of more than 5 minutes reduces the chance of connecting with that customer by more than 80%.
"Like a lot of call centers, we had a high abandon rate," Frydenlund says. "It was hovering around 30%.
"That didn't mean we didn't call them back, but we definitely weren't taking customers in real time."
That was Brothers before the ServiceTitan AI Virtual Agent. Statistics, measured by how Brothers classifies calls, tell a different story now.
“That number sits closer to about 10%, 5%,” Frydenlund says, “depending on the day and how we're using virtual agents on that given day.”
5 seconds or less
Faster than it took one full telephone ring to Brothers back in the 1980s, the ServiceTitan AI Virtual Agent can respond to the company’s customers in 2026.
“That's beyond what a human is capable of doing,” Frydenlund says.
The VA’s quick work also has given Brothers encouragement to use online marketplaces for lead-gathering. Before the VA implementation, Brothers feared its call center, staffed from 6:30 a.m. to 8 p.m. seven days a week, wouldn’t have proper time to respond. But with ServiceTitan’s speed-to-lead capabilities, those worries are gone.
“Helping us get those extra leads scheduled is definitely going to be a big deal for our company and provide better customer experience overall,” Frydenlund says.
5 Functions, Not Just 1
Speed is only part of what ServiceTitan's AI Virtual Agent does for Brothers.
"Beyond just taking phone calls and booking a customer, they can confirm, they can help cancel, they can really take an appointment and handle it end-to-end from start to finish," Frydenlund says. "Going beyond that, virtual agents now have capabilities of sending payment links to customers. They're taking on other client care functions: answering text messages, doing those things to help customers get taken care of in a better way."
Brothers added SMS capability in summer 2026 and soon began seeing the virtual agent handle several hundred customer text exchanges per week. The agent confirms appointments and in some cases attempts to save a job by offering to reschedule or waive a dispatch fee before the customer walks.
The expansion into text also required no additional configuration. Because the SMS agent runs on the same setup as the voice agent, Brothers got the capability without rebuilding anything from scratch.
"It's not multiple configurations,” he says. “You get all of that at the same time."
+1
On top of its performance, Brothers’ call center is actually an example of what companies mean when they view AI as a teammate and not as a replacement for their people.
“We've actually added people since we've got virtual agents,” Frydenlund says. “We've only grown because of that.”
Because of the leads coming in and the additions of jobs for technicians, Brothers added one to its call center roster, going from nine to 10 employees. Outside of the call center, Brothers has built a team of 100 employees.
"What really won people over is realizing if we hadn't had this, how many people would we not have taken care of?” he says. “A client care representative’s main purpose, what all of them love doing, is taking care of people. Showing them that you had a tool that helped them help more people was the big game-changer."
$200,000 in a month
Brothers Plumbing, Heating & Electric has added more than 600 service jobs through the virtual agent since November. Those jobs would have been lost otherwise. But Frydenlund says credit also goes to the planning and the operational discipline with which Brothers has served its customers for years.
"The virtual agent is as good as the information you give it," he says. "We spent time making sure that those things were right — not only for the agent, but for our real internal employees using ServiceTitan as well."
That’s even meant a month of more than $200,000 in recovered revenue for Brothers. Those numbers are repeatable, Frydenlund says, because the virtual agent isn't operating on its own data.
"We have a massive amount of data inside of ServiceTitan — we've been using it for five or six years — and the more data we give it, the better our experience has been," he says. "All of our products, even beyond virtual agents, can get the most out of it. There's one platform to keep everything in."
That single-platform architecture is what separates ServiceTitan's virtual agent from third-party alternatives, he adds. The VA uses the same capacity planning as Brothers' client care representatives and its online ServiceTitan scheduling widget — same zones, same technician skills, same job types — so every booking reflects what's actually available, not just what appears open.
"Having escalations for chat messages show up directly into the chat panel that CCRs are already used to is not a capability that other (virtual) agents have," Frydenlund says. "Having that vertical integration that ServiceTitan is able to offer, that's a game-changer."
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Doing the math
Besides the skill and expertise technicians employ to keep pipes, air and electricity flowing, trades companies will continue to use the softer human skills of its client care reps and other office employees to keep customers happy and to work with customers not quite ready for a fully automated experience.
Frydenlund is sympathetic. He remembers an encounter after pulling up to place an order in a fast-food drive-through line.
“There was a virtual agent talking to me, helping me do that,” he says.
Initially, he didn’t care for the experience.
“It took some time, but realizing I do get a faster experience because of that was what changed my mind,” he says.
And his advice is that while each company needs to plot its path, AI is also going to increase teams’ productivity. And for Brothers Plumbing, Heating & Electric, that also has meant increasing its revenue.
“We use several of ServiceTitan's AI products — Dispatch Pro, virtual agents now that include SMS, voice agents,” Frydenlund says.
"If you think about spending a few thousand dollars on virtual agent calls and then booking hundreds of thousands of dollars of revenue," he adds, "that's a no-brainer we would've otherwise not had. When you have a product that costs what this costs and it's producing the results that it produces, you care more about the outcome than the initial cost."
For Brothers Plumbing, Heating & Electric, that outcome has a number attached to it.
$1.33 million. And counting.
