ServiceTitan Virtual Agents are evolving rapidly, expanding beyond voice to include SMS and web chat capabilities that help trades businesses capture more leads and free up office staff. Matthew Webb, Senior Solutions Engineer at ServiceTitan, joins the show to break down the “Three Cs of Change”: channel, collaboration, and customer base. From handling after-hours emergencies and overflow calls to automating unsold estimate follow-ups, Matthew shares a framework for implementing AI without overwhelming your team. Whether you are just dipping your toe in with overflow calls or looking to build advanced custom escalation triggers, this episode provides a pragmatic roadmap to simplify your operations before you scale.

Join us as we discuss: 

• [00:45] Best practices for virtual agents, where to start with implementation, and easing customers into AI voice agents
• [17:53] Call forwarding, adaptive capacity, and rules configuration
• [26:36] Managing your virtual agent’s knowledge base and escalation triggers
  

Check out these resources we mentioned during the podcast:

• ServiceTitan Virtual Agents
• Have questions about how ServiceTitan’s virtual agents can help your business? Reach out to Matthew at MWebb@ServiceTitan.com or virtualagents@ServiceTitan.com!
  

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. 

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