Lace offers an AI‑powered platform for trade‑service call centers that automatically answers inbound calls, extracts job details, and schedules appointments in ServiceTitan with technician‑matching logic. It also re‑engages unbooked leads through outbound calls and SMS while providing real‑time analytics and coaching insights to boost revenue and operational efficiency.
Funding
Funding not disclosed
Founders
Product
Problem
Trade‑service call centers often experience high call abandonment, inconsistent booking rates, and limited visibility into call performance, which hampers revenue growth and operational efficiency. Manual call listening and ad‑hoc coaching further delay insight generation and prevent timely corrective actions.
Solution
Lace delivers an AI‑powered revenue automation platform tailored for the trades sector. Its AI Customer Service Representative (CSR) operates 24/7, answering inbound calls, extracting key job details, and directly scheduling appointments in ServiceTitan with technician‑matching logic. Unbooked leads are automatically re‑engaged via outbound calls and SMS, converting second‑chance opportunities into confirmed jobs. The system continuously feeds call transcripts into a cloud analytics engine that surfaces actionable insights, performance metrics, and targeted coaching recommendations for human agents. By integrating real‑time data dashboards and industry‑benchmark playbooks, Lace transforms a traditional call center into a data‑driven profit center.
Target Audience
The solution is aimed at call centers of home‑service and trade businesses—such as HVAC, plumbing, remodeling, and roofing firms—that rely on ServiceTitan for dispatch and scheduling.
Features
- AI CSR built on speech‑to‑text, natural language understanding, and intent classification to capture job specifications and schedule ServiceTitan work orders automatically
- Zero‑abandonment routing that ensures every inbound call is answered, with fallback to AI handling during off‑hours or peak volumes
- Outbound follow‑up engine that triggers personalized voice calls and SMS reminders for unbooked leads, leveraging predictive scoring to prioritize high‑value opportunities
- Cloud‑native analytics pipeline applying machine‑learning models to detect revenue leakage, generate KPI dashboards, and recommend agent coaching actions in real time
- Seamless ServiceTitan integration via RESTful APIs, supporting bi‑directional sync of appointments, technician availability, and job status updates
- Configurable playbooks and benchmark dashboards that embed best‑practice scripts and performance thresholds for trade‑specific call flows
- Enterprise‑grade security with end‑to‑end encryption, role‑based access control, and compliance with industry data‑privacy standards