This improvement to the existing Voice Agent lets you personalize your AI agent's voice, speed, and tone so every call reflects your brand. This Voice Agent update is for basic Phones, Phones Pro, and Contact Center Pro.
What's changing?
Before, the Voice Agent used a single fixed voice and voice profile for every company. There was no way to adjust how the agent sounded, which meant the AI voice might not match your brand's tone or style. Now, you can select from a library of voices, preview how each one sounds, and fine-tune speed, stability, and similarity boost settings. You can also toggle background office noise on or off, and reset any setting to its default with one click. Changes apply to the next Voice Agent call after you save.
Before and after
Before (current)
Open Voice Agent Settings.
Review the available configuration options. No voice or persona settings are available.
Accept the default Voice Agent voice for all calls, regardless of your company's brand or tone preferences.
Impact: Your Voice Agent sounds the same as every other company using it. Callers may notice the AI voice does not match the tone they expect from your business, which can reduce trust and limit how confidently you expand Voice Agent to more call routes.
Try the current workflow in your account
After
Go to Settings > Voice Agent Settings > Persona section.
Select a voice from the dropdown and click the preview button to hear a sample clip.
Adjust Speed (Slower, Normal, or Faster), Stability (More variable, Balanced, or More stable), and Similarity Boost (Low, Medium, or High) using the labeled options. Hover over the info icons to see what each setting controls.
Toggle Background office noise on or off.
Click Save. Your changes take effect on the next Voice Agent call. Use Reset to default on any setting to return to ServiceTitan recommended values.
Impact: Your Voice Agent sounds like your business. Callers hear a voice that matches the professionalism and tone your team delivers, building trust and giving you the confidence to use Voice Agent across more call types, including overflow and after-hours routes.
Test the changes in the NEXT environment
Who uses this feature
Residential Service and Replacement, Commercial Service and Replacement
Administrators
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A plumbing company owner selects a warm, professional voice and sets Stability to More stable to ensure consistent delivery on every overflow call the Voice Agent handles during peak summer season.
An HVAC company administrator turns on background office noise so after-hours callers hear a natural dispatch-room feel instead of a sterile AI silence, reinforcing that the business is always staffed and ready.
A garage door repair shop tests several voice previews, picks one that matches the friendly tone their customer service representatives (CSRs) use, and sets Similarity Boost to High so the Voice Agent sounds consistent across every call.
Commercial Service and Replacement
A commercial refrigeration company configures the Voice Agent with a calm, measured voice and sets Speed to Slower so facility managers calling about emergency service get a clear, professional intake experience.
A multi-location electrical contractor selects a voice that aligns with their corporate brand and turns off background office noise to convey a polished, enterprise-grade impression on all inbound calls.
A commercial plumbing firm resets all persona settings to default after testing, then has the office manager finalize the voice selection before going live on additional routing numbers.
How to prepare?
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have Voice Agent and any prerequisite configurations enabled.
Identify who on your team should manage Voice Agent persona settings. This person needs the Phone Settings and Forwarding Number Settings permissions in ServiceTitan.
Review your current brand guidelines and decide what voice tone, speed, and style best represents your company on customer calls.
After the feature is available, test several voice options in the Persona section of Voice Agent Settings. Use the preview button and make a few test calls before applying changes to live routing.
Bookmark any knowledge base articles or Academy videos for team training.