AI Call Intelligence

    Every call, classified.
    Every lead, captured.

    AI that listens to every inbound call on your ServiceTitan. Corrects misclassifications. Flags unbooked high-intent callers. Coaches every CSR against your playbook.

    Why Call Intelligence

    Three things break at the intake layer.

    8–10%
    of CSR classifications are wrong. Marketing and leadership decide on bad data.
    24–30%
    of calls contain a misclassification, a missed lead, or a coaching moment.
    3%
    of calls get manager review.

    Source: Arch Call Intelligence pilots, Feb 2026. Based on 1,000 human-reviewed calls across three anonymized home services operators.

    01Classify

    Every call, correctly classified.

    CSRs and voice AI agents self-classify every call in ServiceTitan. 8 to 10% are wrong. Arch listens independently, corrects the disposition and lead source, and writes the fix back into ServiceTitan.

    • Real leads, correctly labeled.
    • Marketing attribution that holds up.
    • True booking rate, reported vs. actual.
    • Corrections written back to ServiceTitan.

    “Our PE partner just looks at our numbers. If something looks really low, they come to me asking what's going on. And I have to explain. The number isn't accurate.”

    VP Operations, PE-backed HVAC platform

    FIG. 3.1
    Call Intelligence
    AI-powered call analysis and quality assurance
    Misclassified(27)
    Apr 22 – Apr 2227 calls
    35 misclassified calls
    New CallerST
    👤 CSR Ciara Hudson📅 Apr 22, 5:49 PM10m 23s😐 NeutralHVAC⏱ Routine
    Call Summary
    Homeowner called about an upstairs AC unit that "stopped blowing cold" overnight and asked how soon someone could come out. CSR quoted an $89 diagnostic fee and the next available slot eleven days out. Caller said she'd "talk to her husband and call back," and the CSR dispositioned the call as not a lead. No callback was scheduled and no estimate was sent.
    ✕ServiceTitan Classified
    NotLead
    Dispositioned as not a serviceable opportunity
    ✓AI Suggests
    Unbooked
    Real serviceable need, no booking. Follow-up opportunity.
    Confidence
    High
    [3:42]"The upstairs unit just stopped blowing cold last night. It's the bedrooms, so… yeah, we kinda need it." and later "Eleven days is a while. Um. Let me talk to my husband and I'll, I'll call you back."
    AI Reasoning
    The caller described an active, in-home cooling failure and explicitly asked for the next available appointment. That is a serviceable need by any reasonable definition. The call ended without a booking because of a long lead time and pricing hesitation, not because the opportunity wasn't real. NotLead removes this from follow-up queues; Unbooked routes it back to the dispatcher for a callback and a closer second attempt.
    FIG. 4.1
    Call Intelligence
    AI-powered call analysis and quality assurance
    Metrics
    Call Metrics
    Apr 15 – Apr 22
    Top Lost Reasons by Service Domain
    36 missed bookings — categorized for coaching and process fixes
    Apr 15
    – Apr 22
    Domain
    Demand
    Booked
    Rate
    Cust. Declined
    CSR Missed
    Top Lost Reasons
    HVAC
    185
    161
    87%
    14
    4
    Maintenance
    85
    82
    96.5%
    2
    1
    Duct Cleaning
    23
    20
    87%
    2
    1
    Water Heater
    12
    7
    58.3%
    4
    0
    Electrical
    5
    4
    80%
    0
    1
    Indoor Air Quality
    2
    2
    100%
    0
    0
    —
    Gas
    1
    1
    100%
    0
    0
    —
    Fireplace
    1
    1
    100%
    0
    0
    —
    Plumbing
    1
    1
    100%
    0
    0
    —
    HVAC
    87%
    Demand
    185
    Booked
    161
    Declined
    14
    Missed
    4
    Top Lost Reasons
    Maintenance
    96.5%
    Demand
    85
    Booked
    82
    Declined
    2
    Missed
    1
    Top Lost Reasons
    Duct Cleaning
    87%
    Demand
    23
    Booked
    20
    Declined
    2
    Missed
    1
    Top Lost Reasons
    Water Heater
    58.3%
    Demand
    12
    Booked
    7
    Declined
    4
    Missed
    0
    Top Lost Reasons
    Electrical
    80%
    Demand
    5
    Booked
    4
    Declined
    0
    Missed
    1
    Top Lost Reasons
    Indoor Air Quality
    100%
    Demand
    2
    Booked
    2
    Declined
    0
    Missed
    0
    Gas
    100%
    Demand
    1
    Booked
    1
    Declined
    0
    Missed
    0
    Fireplace
    100%
    Demand
    1
    Booked
    1
    Declined
    0
    Missed
    0
    Plumbing
    100%
    Demand
    1
    Booked
    1
    Declined
    0
    Missed
    0
    Booking Demand by Service Domain
    315 calls with booking intent — 279 booked (88.6% conversion)
    Booking
    Rate
    HVAC
    87%
    Maintenance
    96.5%
    Duct Cleaning
    87%
    Water Heater
    58.3%
    Electrical
    80%
    Indoor Air Quality
    100%
    Gas
    100%
    Fireplace
    100%
    Plumbing
    100%
    Booked
    Customer Declined
    CSR Missed
    Other (abandoned, transferred, voicemail)
    02Capture

    Never lose a lead.

    Unbooked high-intent calls get flagged, sorted by urgency, and pushed to Slack, Teams, Google Chat, Dialpad, or email. Arch cross-checks ServiceTitan first. No cry wolf.

    • Three urgency tiers: immediate, same-day, this-week.
    • Delivered where your team already works.
    • Pre-verified against ServiceTitan.

    “The alert that we missed an opportunity. That's the piece we didn't have. I can't risk losing those.”

    CSR Director, PE-backed plumbing & HVAC group

    03Coach

    Coach every call, not the 3% you had time for.

    Every call graded against your rubric. Objection handling, call flow, forbidden phrases, membership plant. Transcript-anchored moments, not scores. Works on human CSRs and voice AI agents (Avoca, Broccoli, others) equally.

    • Your playbook, your rubric, per-brand.
    • Moments, not scores.
    • Same standard for human and voice AI CSRs.

    “The most robust coaching tool we've seen on the market.”

    Marketing Director, multi-location HVAC company

    FIG. 5.1
    Call Intelligence
    AI-powered call analysis and quality assurance
    Coaching(378)
    CSR Coaching
    CSR Coaching
    👤 Patricia Morales📅 Apr 22, 11:14 AM7m 12sEmpathyMembershipObjection Handling
    Call Context
    Customer called asking for a second opinion on a $4,800 compressor replacement quote. Asked about financing.
    Coaching Moment
    flagged at [3:42]
    Dimension: Value-before-price
    [3:42]Okay, so the total for the compressor replacement comes to $4,800. We can do it next week if that works.
    Suggested Talking Point
    Lead with the warranty and 10-year parts coverage before naming the price. Reframe as "protecting your system," not "replacing the compressor."
    Rubric: Acme HVAC Playbook v2.3 · Evaluated: Apr 22, 2026
    Configure

    Your rules become the rubric.

    Generic call rubrics don't survive the first day of real data. Arch configures to your lead definitions, call flow, forbidden phrases, and escalation rules. Tuned against your own calls in one working session.

    FIG. 6.1
    Playbook · Acme HVACv2.3
    Synced
    Lead rules
    How a lead is defined for your business.
    free_proposal:lead
    repair_other_install:not_lead
    after_hours_callback:lead
    membership_renewal_inbound:not_lead
    Coaching dimensions
    Weighted by what your managers actually care about.
    script_adherence:0.25
    value_before_price:0.30
    membership_pitch:0.20
    objection_handling:0.25
    Forbidden language
    Flagged the moment they appear in a transcript.
    phrase:"cheap"
    phrase:"I don't know"
    phrase:"it should be fine"
    phrase:"call back later"
    Evaluated on rolling 30-day call windowlast edit · Apr 21, 2026
    Lead rules

    Free proposals count as leads. Repairs on units we didn't install don't.

    Coaching dimensions

    Script adherence. Value-before-price. Membership plant.

    Forbidden language

    “Cheap.” “I don’t know.” “It should be fine.”

    Integrated

    ServiceTitan-native. No new dashboard.

    Installs through the Arch App in the ServiceTitan marketplace. Calls flow in. Alerts go to Slack, Teams, Google Chat, Dialpad, or email. Corrections flow back to ServiceTitan.

    ServiceTitanSlackMicrosoft TeamsGoogle ChatDialpadEmail
    In Production

    Running today at growth-focused operators.

    Pacific Heating & CoolingBonneyPeter Levi

    “The most robust coaching tool we've seen on the market.”

    Marketing Director, multi-location HVAC company

    FAQ

    Questions we get asked.

    See what's on your calls.

    Request a demo. We'll show you Arch running on real calls and walk through what a first-week audit would surface for your team.