AI CSR - Frequently Asked Questions (FAQ)

Our AI CSR is designed to streamline your booking process, integrate seamlessly with ServiceTitan, and help maximize revenue for your business. Below are answers to the most common questions from our clients.

How does the Lace AI CSR integrate with ServiceTitan?

The AI CSR connects directly with ServiceTitan to access job types, technician skills, schedules, and availability. It can create jobs with unique tags for tracking and schedule them to the appropriate technicians, ensuring a smooth fit into your existing workflows.

Can the AI CSR handle complex job types?

Yes. The AI CSR can be configured to recognize multi-task jobs (for example, deck repair plus faucet installation) and group them into the right category with predefined durations. During setup, we work with you to define these rules.

How customizable is the call flow?

The call flow is flexible. We’ll collaborate with you to determine which questions are critical for booking (e.g., job type, address, contact info) and which are secondary. We also recommend best practices for maximizing booking rates and can run A/B testing to refine the flow.

Can the AI CSR follow my business rules?

Yes. The AI CSR can be configured with your playbook—for example, applying or waiving consultation fees depending on the type of job. These rules are set during onboarding and can be updated over time.

How does pricing work?

Pricing is usage-based at $0.99 per minute. There are no fixed monthly fees, and costs scale transparently with call volume.

Can I update job types or rules myself?

Currently, updates are handled by the Lace team with same-day turnaround. A self-service interface is in development to give you direct control.

How does the AI CSR perform compared to human CSRs?

The AI CSR is designed to match or exceed human performance, achieving up to 88% booking rates. It provides consistent call coverage, fast lead follow-up, and detailed analytics. Many customers use a hybrid approach, combining AI with human CSRs for the best results.

Can I access call transcripts and performance data?

Yes. AI CSR calls are recorded and tagged in both Lace and ServiceTitan. You can listen to calls, review booking rates, and compare AI vs. human performance. A dedicated analytics dashboard is also in development.

How does the AI CSR handle response time?

We continuously optimize for minimal latency so conversations feel natural and responsive.

What support is available?

Customer Success and Engineering partners with you during onboarding. After launch, our team provides same-day updates for rule changes and ongoing optimization based on your feedback.

What’s on the roadmap?

The AI CSR continues to evolve. Upcoming capabilities include cost estimating, outbound lead recovery, and enhanced analytics. Our goal is to provide a comprehensive, revenue-driving solution for home service businesses.

Need More Help?

If you have additional questions, please reach out to your Lace Customer Success Manager or contact our support team at support@lace.ai.