Implemented a service desk voice agent for dealerships to book maintenance, answer status questions, and follow up on lapsed customers.
Challenge
A dealership service department had high inbound call volume for oil changes, warranty checks, tire rotations, repair status, and recall questions. Advisors were pulled away from customers at the desk, and lapsed customers were rarely followed up because the team was too busy.
Workflow approach
We launched a service booking agent integrated with advisor calendars and vehicle records. The agent confirms vehicle details, recommends service categories, books appointments, sends reminders, answers repair status questions, and runs outbound reactivation calls for overdue maintenance.
Observed outcome
Service bookings increased 36%, hold calls dropped 52%, and lapsed-customer campaigns generated a 21% lift in return visits. Advisors spent more time on high-value customer conversations instead of repetitive scheduling calls.
Outcome metrics
- More service bookings
- 36%
- Fewer hold calls
- 52%
- More lapsed wins
- 21%
- Service bays optimized
- 9
Systems involved
- Retell AI
- GPT-4o
- Twilio
- Dealer Management API
- CRM Webhooks
- n8n