ServiceTitan Lets Contractors Give Their AI Phone Answerer a Personality
A mid-July release adds voice customization, Spanish-language calls, and a performance dashboard to ServiceTitan's AI phone answering product.
ServiceTitan shipped a batch of updates to its Voice Agent product on July 11, giving contractors more control over how the AI answering their phones actually sounds and performs. The headline addition is persona customization: shops can now pick from a library of synthesized voices, preview each one, and adjust speed and tone settings so the AI answering calls sounds closer to how the business wants to present itself, rather than a generic default voice.
Alongside the voice options, ServiceTitan also rolled out Spanish-language support. The system can detect when a caller is speaking Spanish and switch automatically, handling the full conversation, information gathering, service discussion, and booking, without escalating to a bilingual staff member. Businesses can run a single bilingual agent or stand up separate English and Spanish agents depending on how their call volume breaks down.
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The release also added a Voice Agents Dashboard, giving office managers a single view of call volume, booking rate, revenue tied to booked jobs, why calls got escalated to a human, and full transcripts. That kind of visibility has been a common complaint about AI phone tools generally: contractors want more than a headline booking count, they want to see what the AI actually said and where it struggled.
Why it matters to operators
Persona control and language support are the kind of feature gaps that determine whether an AI answering service feels like it belongs to the business or like a bolted-on vendor tool. Spanish-language handling in particular addresses a real coverage hole for shops in markets with large Spanish-speaking customer bases, where missing that call segment after hours has been a straightforward revenue leak. The dashboard addition also signals where the category is heading: operators are no longer satisfied with a black box that books jobs; they want the same transcript-level accountability they'd expect from a human CSR.
Source: ServiceTitan Release Hub (https://help.servicetitan.com/release-hub/docs/customize-your-voice-agent-persona-to-match-your-company-s-brand)
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