The future of automation in the trades

By The Coffee Shops. 

ServiceTitan co-founder and CEO Ara Mahdessian shared his vision for the future of automation in the trades at Pantheon 2025.  

The transformative potential of automation and artificial intelligence (AI) in enhancing efficiency and profitability for contractors is of paramount importance to our trades for addressing the challenges they are facing today.  

Ara explained that while the level of automation possible today is significant, it is not yet turnkey. "We want to help make this a reality for every contractor," he stated. He introduced the MAX program, which aims to provide contractors with the necessary support to achieve automation. "In this program, we are going to personally oversee these engagements because it is that critical to us that we make sure each and every participant sees success," he added. 

A fully automated HVAC-R customer experience 

One of the key examples Ara shared was the automation success story of Gulfshore Air Conditioning & Heating, a ServiceTitan user in Niceville, Florida. Their virtual agent, Finn, managed to handle a job from start to finish without any human intervention, illustrating the potential of AI-powered automation in streamlining operations and improving customer service. "Finn identified the customer, reviewed the equipment history, looked at the availability and offered an appointment the same day," he explained.  

ServiceTitan Field Pro enabled the technician selected for the job to send confirmations to the customer, guided them to the job site, making sure they drove safely, and automatically logged time sheets while they detected and fixed the problem. They accepted the payment and then Field Pro automatically coached the technician on what they could do better next time. 

Automation reduces costs and increases revenue 

Ara addressed the financial implications of automation. He pointed out the high costs associated with acquiring new customers and the need for contractors to optimize their marketing efforts and sales departments. "It can easily cost $100 a click for desirable keywords in metro areas. You need five clicks to get a phone call. That's $500 for the call," he noted. He emphasized that automation could help reduce these costs and increase profitability. 

Ara also discussed the impact of automation on the workforce. He acknowledged the labor shortage in the trades industry and highlighted how contractors who automate processes able to pay their technicians more, thereby attracting and retaining talent.  

Using the example of Lee's Air, Plumbing, Heating, & Roofing in Fresno, California, he explained how owner Tom Howard has not only saved money by automating, but has increased revenue because of it. "Tom is able to pay his most junior install technician $120,000 a year plus," he said. 

In conclusion, Ara urged contractors to embrace automation and adapt to the changing landscape. He drew parallels to historical innovations and their impact on industries, emphasizing that those who fail to adapt risk being left behind. "The biggest disruption happens inside an industry," he warned. He encouraged contractors to leverage AI and automation to stay competitive and thrive in the future and assured them that ServiceTitan would be with them every step of the way.