AI Service Advisor Fascinates Caller

At In Motion Brands (IMB), we’ve always believed that the best customer service happens when people feel understood—even if they’re speaking to something not quite human.
This belief was validated again when our AI Service Advisor answered a missed call for Good Neighbour Garage and left the caller, James, not only informed but genuinely fascinated.

A Missed Call with a Surprising Turn

It was a typical Saturday—the shop was closed, the team offline. But that didn’t stop James from calling to check on his vehicle:

Caller: “I was wondering if I’d be able to swing by and pick up my car today. Giuliano wasn’t in, but said it might be ready.”

The AI Agent, always on and always courteous, calmly responded:

Agent: “Thanks for letting me know, James. Today is Saturday, and Good Neighbour Garage is closed. I can have someone from the team follow up with you on Monday when we reopen at 8:00 AM.”

This would’ve been the end of most calls. But James quickly picked up on something curious. James paused. The interaction had been seamless—too seamless, maybe.

Caller: “Are you an AI agent?”

Agent: “I’m a digital extension of the Good Neighbour team, here to assist you when the shop is busy or closed.”

It wasn’t just the timing that impressed James—it was the tone, the clarity, the professionalism. So he pushed further:

Caller: “Are you human?”

Again, the AI answered with brand-aligned consistency:

Agent: “I’m an extension of the Good Neighbour team, here to assist you when the shop is busy or closed.”

Then came the kicker:

Caller: “Where were you born?”

The AI, unfazed by the curveball, gently redirected:

Agent: “I’m here to assist you with any questions or concerns related to Good Neighbour Garage. How can I help you today?”

Caller: “Fascinating.”

An AI Experience That Stuck

James didn’t hang up with a service appointment or a detailed repair quote—but he walked away impressed. In fact, his one-word response summed it up perfectly: “Fascinating.”

Instead of frustration at reaching a voicemail or confusion from a dead line, James got answers. He got help. He got a surprisingly human-like conversation—with an AI.

Why It Matters

This story isn’t just about AI being smart. It’s about AI being useful when it matters most:

• When shops are closed or the phones are tied up.
• When customers need reassurance or direction.
• When a simple, well-timed interaction can elevate a brand.

Our IMB AI Agent didn’t just save the shop time—it saved the customer experience. And that’s exactly what it was designed to do.

At IMB, we don’t just build AI to answer phones. We build AI to make impressions—and in James’ case, we clearly made one that won’t be forgotten.

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