AI Service Advisor Helps Calm Caller
AI Service Advisor Helps Calm Caller
At True Center Auto Service, they pride ourselves on delivering responsive, empathetic, and professional customer care. But even the best teams get busy—and sometimes, a call comes in at just the wrong moment. That’s where our AI Service Advisor stepped in, proving that technology can not only support our staff but truly serve our customers.
Recently, a call came in from an anxious customer named Terry G… Their team was completely tied up in the bay and at the front counter, and the call would have gone to voicemail—if not for IMB’s AI.
Terry was clearly distressed. She had noticed a warning light on his 2019 Toyota 4Runner and couldn’t make sense of what was going on. His voice cracked with concern and confusion: “I’m trying to get a solenoid I can’t even talk. My car engine light went off. Oh, no. It’s not even showing. What the—”
That’s when the AI calmly stepped in.
Without missing a beat, the AI responded: “I understand, Terry.” In a tone designed to reassure, it added, “No problem at all, Terry! Let’s figure this out together.”
That simple, empathetic exchange changed the course of the interaction. Terry quickly calmed down. The AI then asked the right questions, in the right order, just as a trained advisor would:
- “Can you tell me the year, make, and model of your vehicle?”
- “Can you tell me the color of the light that came on?”
- “How long has the light been on? Has it been constant or intermittent?”
Terry shared that the orange “Track Off” light had been on since the night before. The AI recognized this as a traction control alert and captured every relevant detail for the team—including Terry’s request to have the vehicle looked at as soon as possible.
What happened next is where AI’s real value showed.
By the time our human advisors were free, the AI had already logged Terry’s concern, the exact light message, vehicle details, and preferred contact method. All we had to do was call him back with available appointment times.
The result? They saved time, avoided missing an opportunity, and gave Terry the confidence that his concerns were being addressed—even when no one was physically available to answer the phone.
This wasn’t just a technical success—it was a human one.
Terry left the conversation feeling heard, helped, and prioritized. And our team was able to respond efficiently, fully briefed, without needing to replay voicemails or make multiple calls for clarification.
In a busy shop environment, every second matters. This is just one example of how AI isn’t here to replace real people—it’s here to enhance what we do best: serve your customers.
And for customers like Terry, that can make all the difference.