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Lace AI vs Plaibook: call intelligence for home services vs call scoring built for pest control

Short answer: Lace AI is call intelligence for home services call centers that run on ServiceTitan. Plaibook is call scoring for pest control offices that run on FieldRoutes. If you sell quarterly pest service over the phone and your reps live in FieldRoutes, Plaibook is the better fit. If you run a large HVAC or plumbing call center on ServiceTitan and want an AI voice agent answering overflow, Lace is built for that and we are not.

The two products overlap on grading calls. They split on who they are built for, what the scorecard is measured against, what happens after the score, and how you pay. Everything about Lace below comes from lace.ai as of September 2026. Where Lace does not publish something, the table says so instead of guessing.

What Lace does well

Lace is a serious product. It lists A1 Garage, Eco Plumbers and R.S. Andrews as customers, and its AI CSR claims to answer every call and book into ServiceTitan around the clock. Its coaching product grades CSRs against what lace.ai calls playbooks and benchmarks from the top call centers in the trades. If you are a multi-location plumbing or HVAC brand with a real call center, that benchmarking is useful. You get to see how your booking rate compares with peers.

I do not have a bad word to say about that. It is just a different business than the one I ran. I spent years running inside sales for a pest control company across seven offices, and the questions I needed answered every Monday were not the ones a plumbing call center asks.

Where the two split

Who you pay for

Lace does not publish its pricing. You book a demo and get a quote. Plaibook charges per rep seat, and only the reps who take enough calls to be worth grading count as seats. Managers, owners, and anyone who logs in to read dashboards are free. A rep who takes a handful of calls a month is free too. There is no setup fee and no annual contract. The text follow-up product is billed on outcomes you agreed to in advance, so a slow month costs you the seat fee and nothing else.

Home services broadly vs pest control only

Lace serves the trades as a category. Plaibook serves pest control and nothing else. That sounds like a limitation until you look at what the scorecard has to know. A pest control sales call has a shape: find out what they are seeing, quote the initial and the recurring, handle the "I need to talk to my wife" objection, get the card. A save call has a different shape. So does a mosquito upsell. Every scorecard in Plaibook was built from pest control calls, and we have read more than 500,000 of them.

FieldRoutes is also the source of truth for every number we show. Close rate, revenue by lead source and save rate all come from what actually got booked and paid in FieldRoutes, not from what the transcript sounded like. On lace.ai the FSM named for booking is ServiceTitan. We support ServiceTitan too, but the deepest work went into FieldRoutes because that is where pest control lives. See the full list on the integrations page.

What happens after the score

Lace pairs its analytics with an AI CSR that answers the phone and a rehash motion that calls and texts unbooked leads. Plaibook has no AI voice agent, on purpose. Pest control buyers hang up on voice bots, and a bot that books the wrong route costs you a truck roll. Instead, when a call is graded as a lead that did not close, the AI texts the customer, answers their questions, books the appointment on the right route in FieldRoutes, sends the contract, and collects payment. A human can approve every message before it goes out if you want. The rep who took the call sees the whole thread. That is the part that turns a scorecard into booked revenue, and it is described in detail on the AI text follow-up page.

Your script, not a benchmark

Benchmarks tell you how you compare with the industry. A scorecard built from your own script tells you which step your rep skipped on which call, and that is what a sales manager can coach on Tuesday morning. In Plaibook you write the steps, we grade every call against them, and reps enter nothing by hand. Leaderboards, the wallboard and the AI Coach in Slack all run off that same scorecard. More on the call scoring page.

Save rate

Cancellations are the quiet killer in pest control. Plaibook grades save calls the same way it grades sales calls, tracks save rate by rep and by cancel reason, and ties it back to the subscription status in FieldRoutes so you know whether the save stuck. Lace does not publish anything about save-rate tracking, which makes sense for a product aimed at trades where recurring service is less of the business.

Who should pick which

Pick Lace if you are a large home services brand on ServiceTitan, you want an AI voice agent answering calls, and peer benchmarking matters to you. Pick Plaibook if you are a pest control office on FieldRoutes, you want every call graded against your own script, and you want the leads that did not close texted and booked without hiring another rep. If you are a pest control office on ServiceTitan, we work there too, and the honest answer is that either could fit. Run both on the same week of calls and see which scorecard your managers actually use.

More comparisons on the compare page, and the general questions on the FAQ.

Questions people ask about Lace and Plaibook