How the ServiceTitan AI Virtual Agent handles reschedules and waitlists #ServiceTitan

Let's get to some of these new features. You mentioned taking payments, rescheduling. This might be the first time people are ever hearing about those. Where should we start with the new updates with virtual agents?

The ability to confirm and reschedule is huge. Those are separated now, so you could confirm appointments, but if you don't want the voice agent to reschedule them, no problem. Let's keep that off and it's going to go ahead and escalate either to a dispatcher or to a CSR to handle the reschedule from there. We can apply a standby tag or a waitlist tag on that customer who actually wants a sooner appointment, but maybe you don't have something available right away. Hey, let's capture the booking. And the voice agent's going to reassure them that, hey, we've placed you on this waitlist. The second a customer cancels and we can move you up, one of our team members is going to reach out to you and then we can move them up on the schedule. So it seamlessly applies this tag to the booking to let the internal staff know this person would like a sooner appointment if we can fit them in.