Monitor call performance with Voice Intelligence in ServiceTitan

Coming ST-80

Overview

Voice Intelligence is an AI feature that reviews every recorded call your team takes. It gives you an objective read on what happened on each call, without anyone listening to the recording or tagging the call afterward. Use Voice Intelligence to find coaching moments, understand why bookable calls aren't converting, and trust the numbers behind your booking rate.

Things to know

• Voice Intelligence analyzes recorded calls only. Calls that were not recorded are not analyzed.

• Analysis appears about 15 minutes after a call ends.

• Voice Intelligence is opt-in. Once it's enabled for your account, an administrator grants the Voice Intelligence permission to anyone who should see the data. Two new pages then appear under Calls.

• Calls are classified as Bookable or Not Bookable based on the conversation itself. Only bookable calls count toward your booking rate.

• Because Voice Intelligence reads the conversation rather than the category a CSR selected, it can disagree with how a call was logged elsewhere in ServiceTitan. When that happens, the call shows an outcome mismatch flag.

• A call is flagged as a service gap when a section of its scorecard comes back low. These are your highest-priority coaching opportunities.

• If your account uses both Contact Center Pro and Voice Intelligence, only your Contact Center Pro calls are analyzed. Calls handled outside Contact Center Pro are not included, and the two views can't be combined.

Best practices

• Decide how your managers will use the Voice Intelligence booking rate before you roll the feature out to your team. For accounts on ServiceTitan Max, the Voice Intelligence booking rate replaces the legacy booking rate, and the legacy number no longer appears in your dashboards.

• Review calls flagged as a service gap first. These are the interactions where a customer's need went unaddressed, so they carry the most coaching value.

• Exclude lines that were never sales calls — technician lines, dispatch lines, sales confirmation numbers — so your booking rate reflects real demand.

• Use Insights to decide where to focus, then use Call Analysis to find the specific calls behind the trend.

Use cases

• A homeowner calls about a failed air conditioner and hesitates at the diagnostic fee. Voice Intelligence records the objection as a price concern and quotes the caller's own words, so you can adjust how your team answers that question.

• A call is logged as a general question, but the caller actually described a broken water heater. Voice Intelligence marks the call bookable and flags an outcome mismatch, so you can recover the lead.

• A new CSR scores low on information gathering across her first week. The scorecard shows which questions she skipped, so her manager can coach the specific gap instead of the whole call.

What Voice Intelligence shows you

Voice Intelligence adds two pages under Calls in the navigation bar: Call Analysis and Insights. Use Call Analysis to review individual calls. Use Insights to see trends across your team.

Call Analysis

Call Analysis is a filterable table of every analyzed call. Each row shows the call date and time, channel, customer name, whether the call was bookable, whether it was booked, job status, objection type, agent name, and scorecard grade.

Summary tiles at the top of the screen give you a snapshot for the selected date range:

• Booking Rate: The percentage of bookable calls that resulted in a booked job

• Total Calls: Total number of calls in the date range

• Total Bookable Calls: Calls where the customer had a service need

• Total Booked Calls: Calls where a job was successfully booked

Selecting any row opens the Call Details panel, which has three tabs: Overview, Transcript, and Playbook.

For more, see View and manage Call Analysis in ServiceTitan.

Insights

Insights reports on performance across your whole team, in three tabs:

• Overview — a funnel view of call performance, rate trends over time, and the objections most often preventing bookings

• Opportunity vs Loss — how calls are being handled, from answer rate through to booked revenue, and how bookable calls break down by service type

• Performance — agent-level scorecards, a performance leaderboard, the most common coaching opportunities, and a handle time breakdown

For more, see View and manage Insights in ServiceTitan.

Want to learn more?

• See View and manage Call Analysis in ServiceTitan

• See View and manage Insights in ServiceTitan