Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

ServiceTitan AI Virtual Agents: Best Practices for Setup

15 Oct 2026 · 1 min

Watch on YouTube

1:21

In this interview‑style segment, the speakers outline a practical framework for deploying ServiceNow (or ServiceTitan) Virtual Agents effectively. They introduce the "3 C's of change"—Channel, Collaboration, and Customer—as the core pillars to consider when setting up AI‑driven agents. The discussion emphasizes selecting the appropriate communication channels (voice calls, SMS, web chat) based on customer preferences, using AI to augment rather than replace human staff to boost productivity, and ensuring that customers are willing and able to engage with the AI, especially in voice interactions. The speakers also note the importance of smooth handoffs from the virtual agent to human team members to complete tasks such as booking jobs, highlighting how these practices lead to higher user satisfaction and operational efficiency.

Chapters

Today I wanted to focus a lot on some best practices and what helps people be successful with ServiceNow Virtual Agents, because this is also one of the products I've seen where you can kind of go to the site and just turn it on and start messing with it. I love the 3 C's of change you sent over before we started recording. Can you talk about the 3 C's of change and what helps people be successful?
So I love alliterations. It really helps my brain remember everything, but also it's just super straightforward. We're talking about change, right? We're changing to the AI, we're updating the AI, all these things. The 3 C's would be first things first, our channel. So of the channels that we have, which ones are you actually interested in using? Do you want voice calls? Do you want text messages? Do you want web chat? You know, making sure that we can set up those different channels for you because it's really important. Like, you know your customers best, you know how they're gonna be engaging with you. The next one I would say is collaboration, which is really how do you want, you know, AI to augment the team and to really help supercharge productivity? My mindset is never like replace somebody with AI. It's really like how do you unlock other things for them? And then the last C is actually, you your customer base. In order to be successful, you need people to actually be willing to engage with AI. Now, when it comes to voice, of course, there's going to be always that subset of people that can pick up on it. So it really just depends on how receptive customers are. Most people, when they're calling in, what I find is that they just want help. They want to feel like they're going to get help. They want to, you know, get some progress out of the call. And that's where our agents are amazing at doing that and getting them to actually book the job and then kind of collaborating and having that handoff with the rest of the team.