What ServiceTitan’s AI Voice Agent Can Deliver for You

Trade businesses miss out on revenue every day, not due to lack of demand, but because too many calls go unanswered. Between daytime overflow, after-hours inquiries, and the ongoing challenge of hiring and retaining top-tier CSRs, many contractors struggle to keep up when customers are ready to book.

In a recent episode of the Mastering ServiceTitan podcast, Henry Cheng, Director of Product Management at ServiceTitan, explains what AI Voice Agents are, why they matter, and how contractors are using them right now to book more calls. 

Cheng digs into real performance data, including booking rates between 70% and 90%, and shows how some businesses are already leveraging voice agents for more than 20% of their total jobs.

Read on for the podcast highlights.

What are AI Voice Agents?

AI Voice Agents are built to solve one of the biggest challenges in call centers: answering every call, every time. Unlike human agents, they’re always available and infinitely scalable, which means no more missed calls during peak hours, after hours, or when teams are short-staffed.

Today’s AI Voice Agents don’t sacrifice performance for availability. In many cases, they now book jobs at the same, or even higher, rates than human CSRs.

“You train an AI voice agent once, and it’ll perform at that level with a consistency that’s difficult to achieve with a team of human agents,” Cheng says. “And the tech is only going to improve.”

So, what does this mean for human CSRs?

Cheng explains how AI agents won’t replace human CSRs, as their primary role is to book jobs. With more bandwidth throughout the day, he says human CSRs can focus on higher-value tasks and improve the customer experience.

Setting up AI Voice Agents

When it comes to getting started, Cheng recommends beginning with overflow calls. The agent can answer immediately, book the job, or escalate the call to a human when needed, ensuring customers never fall through the cracks.

“In the old days, we saw a lot of customers set their queue timer to like three minutes, four minutes, five minutes,” Cheng says. “The truth is, if you look at call data, most customers hang up between 60 to 90 seconds. No one's really staying on hold for 10 minutes.”

He says starting with overflow calls also creates a clean performance baseline. You can clearly see which jobs the AI Agents booked, making the impact easy to measure.

From there, Cheng suggests expanding to after-hours calls, where AI Voice Agents can capture demand your team would otherwise miss. Once those foundations are in place, contractors can begin experimenting with different use cases to find the right balance for their business.

Cheng says service businesses can end up spending weeks or even months setting up third-party voice agents. Yet, with ServiceTitan’s fully integrated solution, businesses can build and customize their voice agents in a matter of minutes. 

“All ServiceTitan focuses on is the trades. We’ve used our expertise to build the only voice agent platform that allows you to get started in minutes, instead of months or weeks,” Cheng says.

A successful setup also depends on clear guardrails. Cheng suggests defining which job types the voice agent can handle most effectively and customizing follow-up questions so the agent collects the right information upfront. Over time, contractors can build a library of business-specific knowledge—pricing guidelines, service areas, policies, and FAQs—to make the voice agent smarter and more effective with every call.

Cheng says introducing AI Voice Agents is a change-management exercise, and reactions can vary. Some CSRs are immediately excited, while others may be hesitant. He recommends framing the technology as a support system, not a replacement. By offloading repetitive calls and basic scheduling, voice agents free CSRs to focus on higher-value work. Getting the team involved early and setting clear expectations helps ensure a smoother rollout and stronger adoption.

What’s next for AI Voice Agents?

AI Voice Agents are evolving quickly, and Cheng shares a preview at what’s coming next. 

On the product side, future capabilities include more advanced escalation paths, allowing calls to route through multiple decision points before reaching a human. Contractors will also be able to deploy multiple voice agents within the same account, each tailored to different job types, regions, or call scenarios.

Expanded visibility is another key focus. Dedicated dashboards and reporting will give teams deeper insight into call volume, bookings, and performance. New features like speed-to-lead outbound job booking, SMS-based agents, and proactive happy calls are also on the roadmap.

Cheng also mentions tighter integrations across the ServiceTitan platform, including ServiceTitan Payments, real-time monitoring and control, and the ability for teams to step in and take over a call before it fully escalates.

As for availability, AI Voice Agents can be adopted in two ways. You can sign up directly through the ServiceTitan website or work with your Pro account manager. The product is usage-based, starting at $2.75 per call, with lower rates available through volume or commitment pricing. 

Results: How do AI Voice Agents compare to human CSRs?

Even in early results, AI Voice Agents are performing at the same level, and in some cases, better, than their human counterparts. According to Cheng, today’s voice agents are booking at roughly a 70% booking rate, measured as the percentage of bookable calls that convert into scheduled jobs.

That performance accounts for real-world constraints. AI Voice Agents don’t overpromise or force bookings when capacity isn’t available. If a schedule is full and a customer needs immediate service, the agent recognizes that limitation and responds accordingly, rather than booking a job that can’t be fulfilled.

“You can do some really cool things like, ‘Hey, for all demand calls, like no heat, no, cool, I want the voice agent to be able to book up to 300% capacity so it offers those time slots,”’ Cheng says. “When you take out the capacity constraints, the voice agent is booking at a whopping 90% booking rate.  I think that’s absolutely incredible.” 

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

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