This new feature lets you upload documents to train the Voice Agent to answer general questions about your business. This update for Voice Agents is for both basic phones and Phones Pro.
What's changing with the custom Knowledge Base for Voice Agents?
Previously, the Voice Agent could only book jobs or schedule appointments. It could not answer specific questions about your services or membership plans. Now, you can upload files to a custom Knowledge Base in ServiceTitan. Voice Agent uses these documents to answer caller questions directly.
Before and After
Before (Current)
A homeowner calls and asks about membership plan details.
Voice Agent attempts to book a job.
Voice Agent cannot answer the specific question about the plan.
The call transfers to a person or the caller hangs up.
Impact: Callers wait longer for answers and staff must handle simple questions.
After
You upload your membership brochures to the Knowledge Base in Voice Agent Settings.
A homeowner calls and asks about membership plan details.
Voice Agent reviews the uploaded documents.
Voice Agent answers the question correctly based on your file.
Impact: Callers get immediate answers and staff focus on complex tasks.
Who uses this feature
All business types
Administrators, CSRs
Region availability: USA
How it works for your industry
Residential Service and Replacement
A homeowner asks about pricing for a standard tune-up. Voice Agent finds the price list in the Knowledge Base and answers.
You upload a flyer about a new seasonal promotion. Voice Agent tells callers about the deal when asked.
A caller asks what equipment brands you service. Voice Agent lists the brands from your uploaded company profile.
Commercial Service and Replacement
A property manager asks about your after-hours billing rates. Voice Agent checks your rate sheet and confirms the cost.
You add a document listing your service areas. Voice Agent confirms you cover a specific business park.
A caller asks if you handle rooftop unit (RTU) maintenance. Voice Agent confirms this service from your uploaded service list.
Residential Construction
A client asks about financing options for a kitchen remodel. Voice Agent explains the plans based on your uploaded guide.
You upload a timeline for standard renovations. Voice Agent gives the client a rough estimate of time.
A caller asks if you offer free estimates for additions. Voice Agent confirms your policy from the Knowledge Base.
Commercial Construction
A general contractor asks about your liability insurance limits. Voice Agent reads the limits from your uploaded certificate info.
You upload a list of certified equipment installers. Voice Agent confirms your team has the right certifications.
A developer asks if you perform design-build work. Voice Agent answers yes based on your capabilities document.
How to Prepare
Identify common questions callers ask your team.
Gather documents like price lists, service descriptions, and membership brochures.
Upload the selected documents to the Knowledge Base in Voice Agent Settings.
Call your test number to confirm Voice Agent answers questions correctly.