Coming Soon - Get ready for Voice Intelligence with ServiceTitan Calls
Voice Intelligence is a new feature that reviews every recorded call your team takes and gives you an objective read on what actually happened, and it arrives in ServiceTitan Max in the next release. This change is coming soon in a future release, but you can begin preparing for it now.
Available inMax
Feature type
New Feature
Industry
All business types
Roles
AdministratorsManagersCSRs
Region
All regions
What's new
Whether a call counted as a lead or a booked job has depended on a CSR picking a category after the call ended, which is simple to get wrong and simple to skip. Voice Intelligence listens to the conversation itself and produces a graded scorecard, the purpose of the call, whether it was a real opportunity to book, any objection raised, and the outcome, each one backed by evidence quoted straight from the transcript, so you can trust your numbers and find coaching moments without listening to hundreds of recordings. Now, with ServiceTitan Max, two new screens arrive under Calls in ServiceTitan Core: Call Analysis for a single call at a time, and Insights for trends across all of your calls. Alongside this, the permissions that control who can listen to and download call recordings and who can view and download transcripts are moving into ServiceTitan Core, so access to call data is managed in one place rather than two.
Workflow comparison — before & after
← Before
✓ After
1.Open a call recording and listen to it from beginning to end to judge how the call went.
1.Open Call Analysis to see any individual call with its scorecard, purpose, bookable status, objection, and outcome.
2.Rely on the category a CSR selected after the call to decide whether it counted as a lead.
2.Review the calls flagged as a service gap to find the coaching conversations worth having.
3.Repeat for every call you want to review.
3.Open Insights to see trends across all of your calls in the Overview, Opportunity vs. Loss, and Performance views.
4.Set who can listen to recordings and view transcripts inside Contact Center Pro, separately from ServiceTitan Core.
4.Set who can listen to recordings and who can view transcripts in one place, in ServiceTitan Core.
⚠ Reviewing calls takes hours, your booking numbers depend on manual entry, and access to call data is managed in two separate places.
✓ You see an evidence-backed read on every recorded call about 15 minutes after it ends, and you manage access to call data from a single screen.
Resources
How it works for your industry
Residential Service and Replacement
- A homeowner calls about a failed air conditioner in August and hesitates at the diagnostic fee. Voice Intelligence records the objection as a price concern and quotes the words the caller used, so you can adjust how your team answers that question during peak season.
- A call is logged as a general question but the caller actually described a broken water heater. Voice Intelligence marks the call as bookable and flags an outcome mismatch, so you can recover the lead.
- A new CSR scores low on gathering information across her first week. The scorecard shows which questions she skipped, so her manager can coach the specific gap rather than the whole call.
Commercial Service and Replacement
- A property manager calls about a rooftop unit (RTU) that failed overnight. The scorecard shows whether your CSR captured the site address and access details before ending the call.
- Several callers push back on scheduling availability in the same week. Insights surfaces availability as a rising objection, so you can look at your capacity before you lose more work.
- A facilities contact asks for a quote only. Voice Intelligence separates that from a genuine booking opportunity, so your booking rate reflects real demand.
Residential Construction
- A homeowner calls about a whole-home remodel and mentions a budget range. Voice Intelligence captures the purpose of the call so the estimate conversation starts with the right context.
- A caller says they are already talking to another builder. The objection is recorded, so you can see how often you are losing at the first conversation.
- A long discovery call covers several scopes of work. The plain-language outcome summary gives your sales lead the gist without replaying the recording.
Commercial Construction
- A general contractor calls about a bid deadline. The scorecard shows whether your CSR captured the project name and the due date.
- A call is logged as a booked job but the caller only asked for pricing. The outcome mismatch flag prompts you to correct the record before it reaches your reporting.
- Objection trends across a quarter show that out of service area comes up often for one region, which helps you decide where to expand.
Roofing and Exteriors
- A homeowner calls after a hailstorm and asks whether you handle insurance claims. Voice Intelligence records the purpose so your team can route storm work quickly.
- A caller hesitates on the inspection fee. The objection is captured with the exact wording, so you can refine how your team explains the fee.
- Storm season produces a spike in calls. Insights shows which of your CSRs held their scores under that volume and which need support.
How to prepare
01
Nothing has changed yet. Flag your release emails or set a reminder to check back with the next release, when full step-by-step instructions arrive. If you do not make these changes with the next release, people on your team may lose access to workflows they depend on.
02
Review your role permissions now, before the next release. What changes depends on how your company uses ServiceTitan:
- If you use Contact Center Pro or ServiceTitan Max with transcripts: Three new permissions arrive in ServiceTitan Core alongside the existing Listen to Call Recording permission: Download Call Recording, View Transcript, and Download Transcript. If you use Contact Center Pro, these permissions are set inside Contact Center Pro today and are moving to ServiceTitan Core, so you must act to make sure your team does not lose the access it has now. Contact Center Pro will follow whatever is set in ServiceTitan Core. If you use ServiceTitan Max only, you gain three permissions that did not exist before, and we still recommend reviewing every role.
- If you have Max and use ServiceTitan Core telephony without transcripts: One new permission arrives in ServiceTitan Core, Download Call Recording, alongside the existing Listen to Call Recording permission. This separates who can download a recording from who can listen to it. Review your roles to confirm the right people keep access.
03
Grant the Voice Intelligence permission to everyone who should see call analysis data. It is off by default for all roles.
04
Decide how your managers will use the new booking rate. For companies on ServiceTitan Max, the Voice Intelligence booking rate replaces the legacy booking rate and the legacy number no longer appears in your dashboards.
05
Bookmark any knowledge base articles or Academy videos for team training.