Service reception & appointment support - fewer lost calls, more appointments, better availability and much more.
Digital AI specialists take over calls and chats, qualify requests, coordinate appointments and route them cleanly - particularly effective with a DMS-related connection.
- Phone & chat: consistent behavior, rules and handovers
- Telephony can be used immediately: including phone number, system connection optional
- Controllable & auditable: transcripts, KPIs
- Human-in-the-loop
- Optional outbound with VERA: tire season, appointment follow-up, recovery of inactive customers
When the phone rings, every second counts
In automotive, peaks occur due to service requests, appointment requests, queries and seasonal campaigns. Digital specialists stabilize availability, reduce lost calls and provide structured handovers for teams.
- Fewer missed calls during peaks (peak stability)
- Routing of calls/issues to the right teams (accident, body/paint, sales)
- More structured appointment processes (qualification, documentation, handovers)
- Relief for service advisors and head office: standard cases are intercepted
Typical start cases in the automobile trade (excerpt)
Example questions:
-
"I need a workshop appointment - it's rattling on the right front."
- "When is the next available appointment for an inspection?"
- "I'm calling about the tire change season - would you like to make an appointment?"
1) Digital service reception (inbound - telephone & chat)
- Initial acceptance, clarification of concerns, queries (vehicle/problem/urgency - per process)
- Routing by location/team/brand/concern (rule-based)
- Callback requests and documentation
- Handover to employees with summary
2) Appointment support & appointment qualification
- Record and qualify appointment requests (What work? When? Urgency?)
- Confirmation/reminder or postponement (depending on setup)
- Handover for special cases (e.g. no availability, complex cases)
3) Outbound (VERA): Season & recovery
- Proactive approach according to guidelines (e.g. tire season, campaigns)
- Scheduling and documented follow-up processes
- Re-approach inactive customers ("old customers who no longer come")
Particularly strong with DMS-related connection or online appointment calendar
The degree of automation increases if status/appointments/processes are connected to the system. We clarify which actions are possible in the scope.
- MACS (Mazda DMS - under construction)
- Everything car
- CPL
- Modix
- SBol
- Locosoft
- Starke + Reichert (DMS)
"ANNA" - Digital telephone exchange:
First answer, routing, callback - 24/7
The digital specialist answers calls, recognizes concerns, answers approved FAQs and routes them on in a targeted manner. This keeps your team reachable - without additional shifts.
Typical tasks:
- Answering calls, clarifying concerns, queries (data/context)
- Routing according to rules (team, location, topic, priority)
- Callback requests, making appointments/contacts (depending on setup)
- Handover to employees incl. summary
Example question: "I would like to see Mr./Mrs. X - who is responsible?"
KPIs that count in automotive
- No IT/low project timeframe
- Quick start
- 24/7 call acceptance
- 80 languages
- Multichannel lead generation Chat, messenger, telephone
Goals:
- Reduce lost calls (peak stability & availability)
- Automated recording, complete qualification and management of appointments
- Increase outbound results (e.g. appointment rate) - per campaign
Common problems from providers that we have already solved
- Easy start on the phone (phone number included)
- Simple ticketing by e-mail included
- Direct routing in teams included
- Direct license plate matching and understanding
- Optional phone number recognition for existing customers
- Closed interface - alternative solutions
"TIM" - IT First Level:
Self-service, ticket creation, escalation to 2nd level
The digital specialist recognizes standard problems, guides you step by step through solutions and creates tickets if necessary - structured and documented.
Typical tasks:
- Initial diagnosis (e.g. account, VPN, Outlook, printer - depending on the use case)
- Self-service instructions and checklists
- Create/update, classify, prioritize tickets (depending on the system)
- Handover to 2nd level incl. summary/log
Example question: "My VPN is not working - what can I do?"
Frequently asked questions
Do we need to convert our telephone system?
No. You can start immediately with a provided phone number. Telephone system connection is optional.
Can appointments be booked automatically?
Depending on the system/integration and desired approval process. "Approval required" is possible if target systems are connected.
What happens when customers want a person?
The specialist provides a structured handover (forwarding/ticket) including context and summary.
Ready to test your first digital specialist?
30-minute demo → Delivery usually within 48 hours. → 14-day free trial (can be canceled).