AI handles service appointments, oil changes, recalls, and warranty work for auto dealerships and repair shops. Integrated with DMS and service lane systems.
Service advisors spend 40% of day on phone scheduling oil changes and routine maintenance. Recall campaigns require calling hundreds of customers. After-hours service requests go to voicemail. Service lane walk-ins wait 15-20 minutes for advisor availability. Appointment no-shows cost $150-250 per bay per day.
Technical architecture overview
AI answers service department calls, asks about vehicle issues, looks up service history in DMS, recommends maintenance based on mileage. Books service bay time matching work type (quick lube vs transmission repair). Sends SMS confirmations with service advisor name and what to expect. Automated recall campaign calls. Integration with shuttle scheduling and loaner car inventory.
Core components of the system
ElevenLabs + Automotive Logic
Handle service calls, diagnose issues, schedule appointments
CDK / Reynolds / Dealertrack API
Customer history, service records, RO creation
xTime / MyKaarma / DMS Native
Bay assignments, technician skills, time estimates
OEM Recall Database + Outbound Calling
Identify affected vehicles, campaign outreach
Shuttle / Loaner Car System
Schedule customer transportation during service
What makes this solution powerful
Customer calls about check engine light. AI pulls up vehicle in DMS by phone number or VIN. Sees last service was 3 months ago, 12K miles on current oil change. Recommends oil change + diagnostics.
Quick oil change = 30 min express bay. Transmission repair = 4-hour bay with certified tech. AI matches work type to appropriate bay and technician availability. Optimizes shop capacity.
Toyota issues Takata airbag recall. AI identifies 347 affected customers in DMS, calls each one: 'This is [Dealership] - your 2018 Camry has a safety recall. Can we schedule the free repair?' Books appointments automatically.
Proactive outreach based on service history. '5,000 miles since your last oil change - time to schedule maintenance.' Increases service revenue 15-25% through automated reminders.
Step-by-step deployment process
Week 1-2: Integrate with DMS and service scheduling system. Map service types, labor times, bay requirements, and technician certifications. Build vehicle lookup and service history logic.
Week 3: Train AI on common service issues and diagnostic questions. Build recall campaign workflow. Set up transportation coordination (shuttle/loaner).
Week 4: Test scheduling logic with historical appointment data. Service advisor training on AI-booked appointments. Soft launch handling after-hours calls only. Gradual expansion to daytime hours.
Metrics from actual implementations
Time Saved
No-Show Reduction
After-Hours Captured
Payback Period
Learn from our experience
Don't: Book appointments without checking parts availability. 'We scheduled your alternator replacement but the part is on backorder.' Check parts first.
Don't: Over-promise timing. If job typically takes 3-4 hours, don't promise 2 hours. Set realistic expectations or customers get angry.
Don't: Skip transportation discussion. 'Will you wait or need a ride?' Many customers need shuttle or loaner car. Coordinate upfront.
Don't: Forget warranty coverage. Customers get upset when charged for warranty work. AI should check warranty status before quoting prices.
Primarily routine: oil changes, tire rotations, brake pads, recalls, fluid flushes. For complex issues (strange noise, warning light), AI collects symptoms and books diagnostic appointment with master tech. Not meant to diagnose over phone, just triage and schedule appropriately.
AI checks if vehicle is under warranty (mileage + date). For warranty-covered services, books appointment and notes 'warranty claim' for service advisor to verify. Cannot approve warranty claims (requires dealer judgment), but flags them properly.
Can recommend MPIs based on mileage (e.g., 30K service includes inspection). During service, tech finds issues (worn brakes, leaking seal). Service advisor calls customer for approval. AI handles initial booking; advisors handle upsell conversations.
Yes. Customer database stores preferences. 'I see you usually work with Mike. I'll schedule your appointment during his shift.' Increases customer loyalty and retention.
Separate workflow. Fleet customers often have negotiated pricing, PO requirements, bulk scheduling. AI recognizes fleet account, follows special protocols (e.g., requires PO number, schedules off-hours for delivery vans).
Get custom implementation in 3-4 weeks. $20K-40K. Proven ROI.
Schedule Free ConsultationNo commitment required. 30-minute technical consultation.
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