Never miss a call again.
Whether you use Contact Center Pro or a separate third-party phone system, ServiceTitan’s AI Voice Agents help your team book more jobs by handling overflow, after-hours calls, and routine scheduling—automatically.
In a recent webinar, ServiceTitan CEO & Co-Founder Ara Mahdessian and Product Director Henry Cheng take a deep dive into AI Voice Agents—ServiceTitan’s newest innovation built for smarter scheduling, faster service, and always-on support.
Native, enterprise-grade, and purpose-built for the trades, AI Voice Agents turn every call into revenue.
In this recap, we’ll cover:
Why all businesses should use AI Voice Agents
What makes ServiceTitan AI Voice Agents unique
What our AI Voice Agents can do today
How to launch your own AI Voice Agent in ServiceTitan in minutes
New AI Voice Agent features coming in Q1 of 2026
With AI (artificial intelligence) changing how every business in every industry operates, now’s the time for companies to tap into that powerful automation to deliver a better customer service experience and increase profits.
“We want to make sure the trades are leading from the front,” says Mahdessian. “Whether it’s through our AI solutions or it’s through AI solutions from our partners, we want to make sure that we help democratize access to this powerful technology.”
“We want to make sure our customers are never left behind, and we want to see you guys continue to further your already very impressive success,” he adds.
Why all businesses should use AI Voice Agents
“Every call that comes into our business is worth anywhere between a few hundred dollars to several thousands of dollars,” Mahdessian says. “So, we want to make sure to maximize call booking rates and capture every single call that comes our way.”
Unfortunately, in today’s fast-paced digital world, companies struggle to answer every single call 24/7. It’s hard to hire, train, and retain high-performing CSRs, and current solutions on the market leave contractors searching for better options.
Unanswered calls to your business means missed revenue.
Staffing shortages during busy times means missed calls + lost revenue.
Third-party answering services just don’t cut it for the trades.
“If we can improve call booking rates by 10%, that typically means we can also increase revenue by about 10%, and often means we can actually increase profit by more than 10%,” Mahdessian says.
That’s where ServiceTitan’s AI Voice Agents come in. ServiceTitan customers asked for integrated voice agents to increase their call booking rates. Voice agents answer calls received after hours and on the weekends, and also help during regular business hours when you suddenly receive an influx of calls and struggle to answer every one.
“It’s very hard in any seasonal business to staff at the peak of call volume,” Mahdessian says. “Many of those calls go unanswered.”
How ServiceTitan Voice AI is unique
ServiceTitan Voice AI is built for every type of business, from small, family-owned businesses to large, private-equity-backed businesses. Now, it has the ability to book or reschedule a job, answer questions about a job or invoice, or provide information about your products and services.
“The goal here is to maximize call booking rates,” Mahdessian says. “You have to get the tone and the style right. It has to sound human-like, but you also need to be able to handle all types of requests.”
To maximize call booking rates, you need real-time capacity to ensure jobs are booked at the right time. Otherwise, you’ll end up manually calling customers and rescheduling jobs, which creates extra work for your back office and results in a poor customer experience.
So how are ServiceTitan AI Voice Agents different from the rest?
They are the only voice agents that integrate with adaptive capacity directly inside of ServiceTitan.
You can set up and launch your own voice agent in just a few minutes, automatically integrating it with your existing tech schedules, zones, or job types.
The voice agent automatically updates itself with no extra work on your part. Since it’s natively in ServiceTitan, you don’t need to manage data in two different systems.
What AI Voice Agents can do for your business today
Regardless of your phone system—whether you use Contact Center Pro, Phones Pro, or a third-party phone system—ServiceTitan Voice AI provides a slew of features right out of the box.
New ServiceTitan AI Voice Agent features include the ability to:
Confirm appointments
Reschedule appointments based on capacity
Book membership maintenance appointments
AI Voice Agents understand which customers are valued members, and can thank them for being a valued member for a specific number of years.
Powerful customization tools to keep ServiceTitan Voice AI fully under your control include:
Job booking customization: Since AI Voice Agents are built directly in ServiceTitan, you can customize and select which job types the voice agents can and can’t book, down to the business unit, Cheng says. You can set a custom dispatch fee and a message communicating the dispatch fee terms for every job type or business unit combination.
Live escalation: If a customer doesn’t want to talk to a voice agent, or the agent cannot handle the call, the voice agent can escalate the call to a human team member, cellphone number, or a third-party answering service. “You will always have peace of mind that no matter what happens at any time of the day, the voice agent can always get in touch with someone,” Cheng says.
Call classification: The voice agent classifies its own calls, so it ties booked calls to jobs. It also marks confirmations and rescheduled jobs as excused and links it to the appropriate job record. It classifies unbooked calls and classifies spam or other calls as not a lead. This ensures accurate data in the voice agent scorecard.
ServiceTitan enables businesses to customize all of these directly within the platform interface.
“You get to train the AI yourself and teach the AI what each job type is used for,” Cheng says. This ensures the voice agent accurately identifies the right job type, every single time.
Now ServiceTitan customers have additional tools to customize AI voice agents.
A self-service knowledge base functions as your own repository where a voice agent can automatically retrieve information. You can upload business files about your membership plan, current and ongoing promotions or coupons, what customers can expect during a tech visit, or answers to common questions your CSRs receive.
A custom follow-up question tool enables you to customize generic voice agent questions so you can get the information you need for your dispatchers and technicians.
“All of this is fully within your control,” Cheng says.
ServiceTitan AI Voice Agents deliver improved results
The best news of all? ServiceTitan AI Voice Agents deliver results.
“We are seeing the voice agents perform at similar or better booking rates than human agents,” Cheng says.
Statistics show the voice agents perform at a 70% booking rate when including capacity-related issues. This includes situations when a customer wanted an earlier appointment that wasn’t available. Without capacity issues, the voice agent had a 90% booking rate.
Another early adopter booked more than 500 jobs with ServiceTitan AI Voice Agents in the past 30 days — representing 23% of their total jobs for the month.
“This technology is already driving real results that lead to real revenue and real efficiency gains,” Cheng says. “This is a win-win-win situation no matter how you look at it.”
How to launch your own AI Voice Agent in ServiceTitan
ServiceTitan makes it easy to set up your own customized voice agent using Contact Center Pro, Phones Pro, or any phone provider you currently use. Businesses do not need a commitment to start using voice agents, and pay a per-call usage fee.
You’ll use a specific voice agent phone number and set up rules for when voice agents answer calls, such as during closed business hours, or during office hours if no one answers the call within 60 seconds.
To ensure voice agent success, it’s key to set up capacity to ensure the voice agent has accurate, real-time data to provide the best time slots for customers who want to schedule an appointment. Creating strategic rules for adaptive capacity ensures the voice agent books high-priority jobs and boosts revenue.
Add custom follow-up questions to help the voice agent figure out which job type to use. For instance, you can train voice agents to ask about the age of the HVAC unit or if a water leak is affecting the entire house.
And when a customer asks about a price, a voice agent can respond, “Every home is different. The best way for us to provide an accurate estimate is to get one of our professionals out there. Would you like to proceed with that?”
Keep tabs on voice agent performance through voice agent scorecards within ServiceTitan. You can review calls, call summaries, and performance in the same way you review the performance of your human agents.
>> Want to see how to set up voice agents step-by-step? Check out the on-demand webinar to watch the demo.
The #1 newsletter for the trades.
New AI Voice Agent features coming in Q1 of 2026
New features are coming within the following weeks and months.
“This is really just the very, very beginning,” Cheng says. “These voice agents are going to improve dramatically faster than anything you have ever seen.”
Look for these new AI Voice Agent features:
A dedicated voice agent dashboard to better monitor voice agent performance, including more reports and insights.
Multi-agent support to set up multiple voice agents with an account. This will allow businesses to test different settings and configurations to continuously optimize results.
Export voice features to SMS so voice agents can respond to customers through text.
Speed to lead with AI to get immediate results from lead-generation platforms like Angi or Thumbtack.
Multi-point escalation to help voice agents escalate calls to different people and departments.
Real-time monitoring and control for improved visibility through live transcripts, sentiment, call reasons, and the ability to take over a call in real time.
ServiceTitan payment integration to give the voice agent the ability to collect payment over the phone through an SMS link if the customer has a payment on file.
An AI command center to track your AI journey along with your human teams across multiple parts of your business.
Ready to learn more? Check out the following resources:
How to Set up your AI Voice Agent for a personalized customer experience
How to configure AI Voice Agents for Basic Phones and Phones Pro
How to configure your AI Voice Agent settings in Contact Center Pro
Call (562) 213-9382 anytime to test a voice agent. Schedule a personalized demo today to learn how to implement voice agents and improve your business.
