--- title: "Train Voice Agents with the Knowledge Base to answer common questions in Contact Center Pro" slug: "train-voice-agents-with-the-knowledge-base-to-answer-common-questions" tags: ["Area - Release Notes", "Role - All users", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement"] updated: 2026-07-11T15:22:03Z published: 2026-07-11T15:22:03Z canonical: "help.servicetitan.com/train-voice-agents-with-the-knowledge-base-to-answer-common-questions" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Train Voice Agents with the Knowledge Base to answer common questions in Contact Center Pro 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 Contact Center 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) 1. A homeowner calls and asks about membership plan details. 2. Voice Agent attempts to book a job. 3. Voice Agent cannot answer the specific question about the plan. 4. The call transfers to a person or the caller hangs up. **Impact:** Callers wait longer for answers and staff must handle simple questions. #### After 1. You upload your membership brochures to the Knowledge Base in Voice Agent Settings. 2. A homeowner calls and asks about membership plan details. 3. Voice Agent reviews the uploaded documents. 4. 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, Canada --- ### 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 1. Identify common questions callers ask your team today. 2. Gather documents like price lists, service descriptions, and membership brochures. 3. Upload the selected documents to the Knowledge Base in Voice Agent Settings. 4. Call your test number to confirm Voice Agent answers questions correctly. ### Resources - [Set up a custom knowledge base for your voice agent in Contact Center Pro](/v1/docs/set-up-a-custom-knowledge-base-for-your-voice-agent-in-contact-center) ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR. **What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount. **Also called:** AI receptionist, Virtual CSR, VA **Tags:** Phones Pro, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP Integration with third-party financing partners (e.g., GreenSky, Wisetack) that lets customers apply for financing on large jobs. **What it does:** Increases average ticket size and close rates by removing price barriers for customers who can't pay upfront. **Also called:** Customer financing, Payment plans **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Customer Financing