Two weeks to 30 minutes: How Quality Service built adaptive capacity with Atlas

Luke Peluso watched a podcast, attended a webinar, met with his CSM, mapped it out, worked through trial and error over a span of two weeks and still couldn't quite get his Adaptive Capacity quite right.

Then he spent 30 minutes with Atlas.

Peluso, who oversees technology and business systems at Quality Service Company in South Carolina, had been wrestling with ServiceTitan's Adaptive Capacity — the platform's next-generation scheduling engine that replaces rigid capacity planning with flexible, real-time strategic rules. 

Adaptive Capacity allows businesses to set customized booking rules based on live technician availability, job type, skill set, and seasonal demand — for example, reserving a percentage of slots for emergency demand calls while protecting others for preventative maintenance during peak seasons.

For Peluso, a certified Microsoft Cloud engineer who came to the trades from the IT industry, the configuration felt deceptively complex. He'd gone through every step, broken Scheduling Pro in the process, and was still fine-tuning booking windows weeks in.

Then Atlas — ServiceTitan's AI assistant — rolled out a new feature that changed the equation. Within 30 minutes of their first conversation, Atlas had built the adaptive capacity rules for him.

"Thirty minutes," Peluso said. "And we've made very minimal adjustments to it so far."

The result is a scheduling system that now largely runs itself. 

Peluso describes seeing 30% of bookings with Quality Service flow through without any human involvement — from the AI voice agent taking the call, to scheduling, to dispatch confirmation, with no one touching it in between. 

"It went from the voice agent to being scheduled to being dispatched without anybody doing anything," he said.

For Tori Alexander, who has worked at Quality Service Company since the days of manual dispatch boards and confirmation calls, the pace of change has been impossible to overstate.

"This is probably the fastest change we've seen," she said. "Everything else seems to be gradual. This — you snap your fingers, and that was that."

Peluso frames the advantage in straightforward terms: The companies configuring these tools now are building leads their competitors won't be able to close later.

"The companies that are embracing this now," he said, "are going to be the powerhouses of tomorrow."