Successful AI tool adoption requires a clear “why” and a commitment to training to get buy-in from your team. Tim Newhook, Training Specialist at HomeX Services Group, returns to the show at our Pantheon booth to detail how his company implemented a suite of advanced ServiceTitan tools including Adaptive Capacity (ADCAP), AI Virtual Agent, and Dispatch Pro. Tim explains how HomeX moved from 20% to 50% Dispatch Pro utilization by aligning leadership and empowering dispatchers to diagnose issues rather than simply overriding the system. He also shares how leveraging AI for call overflow gives critical time back to CSRs for better wrap-up notes and communication. Whether you are hesitant about AI or looking to optimize your current setup, Tim’s pragmatic approach to rollout and training provides a roadmap for scaling your operations.

Join us as we discuss: 

• [1:50] How HomeX is using ADCAP to its fullest potential through skills and job types

• [10:25] Virtual agents and why giving your team the “why” behind AI adoption is the key to success 

• [17:26] Reaching 50% utilization with Dispatch Pro and what future updates has Tim excited

Check out these resources we mentioned during the podcast:

• ServiceTitan Max

• Titan Creator Summit

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

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