Unlocking 186% Booked Revenue with ServiceTitan Voice Agents

Amanda Root, CEO at Tri-City Home Solutions — a family-owned trade business in Milford, Connecticut that her grandfather started 60 years ago — joined host Josh Lu on the Mastering ServiceTitan podcast to talk about what happened when she turned on her first ServiceTitan Virtual Agent. Root named the bot Aria, and within months the agent was fielding hundreds of calls a month, including one unplanned stress test: a marketing email blast that went out to the full customer list while Aria was live and unaware. The conversation covers how Root introduced the agent to her CSR team, what the early performance numbers looked like, and how she's approaching the next phase of the rollout: after-hours coverage.

Launching Aria Without CSR Pushback

Root didn't wait around once ServiceTitan's Virtual Agent launched. She pushed to get an agent live as fast as possible, and the team ran a demo meeting where they tried to break the bot on purpose before go-live.

"Once that we go live with this... we're gonna do everything we can to give it problems so that we can anticipate that and, you know, try not to have any issues during go live," Root said her team's philosophy was going in.

The team named the bot Aria through an internal contest. Root expected some resistance from her CSRs about a voice agent picking up call volume, but that's not what happened.

"I think that there was, like, a level of trust of, like, we're gonna try this."

Root credits that trust to her team's prior experience with other AI tools — including driver-monitoring cameras from Samsara — and to how she positioned the agent: not as a replacement for CSRs, but as a way to take bubbles off an overloaded queue screen so the team's stats stay strong.

A Friday Afternoon Stress Test

The clearest example of Aria under pressure wasn't a planned scenario — it was an accident. Root was training a new marketing intern on a drip campaign in Marketing Pro the same week Aria went live, and instead of scheduling a test email for later, she scheduled it for immediately.

The email was for the company's most popular annual promotion, and it went out to the entire customer list on a Friday afternoon. The phone lines lit up, and Aria — who had no idea the email had been sent — was left handling the resulting call surge in real time. Root jumped in to coach the agent through it, and by her account the bot performed well through the overflow, including directing customers to book online.

Root's framing afterward: Aria couldn't have handled that moment worse than some of the weakest CSRs she's employed over the years, and the incident became a real-world proof point for what the agent could absorb under pressure.

The Results After One Month Live

Josh Lu shared performance data pulled from the prior month of Aria's call handling. The numbers, per the stats Root's team tracked:

• Revenue from booked calls climbed 186%

• Booking rate reached 65.6%, up 26 points

• Call volume handled by the agent rose 19%, to more than 400 calls

• Average call duration rose nearly 11%, which the team reads as a sign of more substantive conversations rather than quick brush-offs

Root's read on the model is straightforward: the agent is billed per call, so testing it carries almost no financial downside. "The thing is, you're only paying for the calls that it takes."

Testing, the Max Program, and What's Next

Getting Virtual Agent live started with a ServiceTitan voice agent specialist walking through basic parameters and assigning a dedicated phone number. From there, Root's team called that number repeatedly with edge-case scenarios designed to trip the bot up before it ever touched a live customer call.

Rolling the agent out to customers was gradual. Callers in queue were first given the option to speak with Aria if a live agent wasn't available; once the team was confident in performance, that option became the default routing for any call not answered within a set number of seconds.

Root discovered ServiceTitan Max through a conversation with a fellow operator, and the math worked in her favor — Max bundled discounted Pro products, including the Virtual Agent, with a higher tier of technical support. Pairing it with Marketing Pro, which she'd wanted since before joining ServiceTitan for the attribution it offered with her existing partner Scorpion, made the decision easier.

"If I don't like it, I won't use it and I won't pay for it."

Deploying the after-hours bot, Vanessa, is next — Root is waiting on a manager-escalation feature before going live, and she's structured the launch around multiple stakeholders rather than running it solo:

• Her call center manager

• Her dispatcher

• A call center representative

"There's no downside to me. Not everything is gonna work the first time you do it. It's a daily thing."

Root's advice for operators who are hesitant to try it: "Sell one job off of it and you make your money back. It's really pretty simple." And for anyone waiting for a perfect first launch — "I think trust in your ability to pivot, you know? Most people who are in contracting, they're really good at pivoting and kind of getting the job done against all odds."

Amanda Root recently joined Josh Lu on the "Mastering ServiceTitan" podcast to discuss:

• [3:19] How Amanda framed their first voice agent for Tri City’s CSR team and how it helped with a chaotic scheduling snafu

• [12:13] The significant ROI that Tri City has seen from its voice agents and onboarding advice

• [21:27] How Tri City rolled out their voice agent to customers and handing off after hours calls

Check out these resources mentioned during the podcast:

• ServiceTitan Virtual Agent

• ServiceTitan Max

• Scorpion

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!