IMB’s AI Agent Helped an Elderly Customer
IMB’s AI Agent Helped an Elderly Customer
In the fast-moving world of tire and auto service, it’s easy for important moments to slip through the cracks—especially when phones are ringing off the hook. But with IMB’s AI Service Advisor standing by 24/7, even a missed call can turn into a moment of care, connection, and efficiency.
That’s exactly what happened when Richard V, an elderly man recovering from an illness, called his tire dealer looking for help.
A Missed Call with Real Consequences
Richard wasn’t calling to book a big job or get a quote on new tires. He was simply trying to find out what kind of tires were currently on his vehicle.
Caller: “I have been, uh, ill for a while, and I’m just calling to see what kind of tires I got on my car right now.”
It was a quiet, unassuming question. But to Richard, it was a critical step in getting back to his routine and ensuring his vehicle was road-ready. Unfortunately, the shop was closed when he called on a Saturday afternoon.
That’s when IMB’s AI Agent stepped in.
Calm, Clear, and Customer-Focused
Instead of going to voicemail or leaving Richard to call back again later (risking further frustration or confusion), the AI answered promptly, professionally, and most importantly—empathetically.
Agent: “Thank you, Richard! How may I assist you?”
As Richard explained his situation, the AI didn’t just gather information—it offered a reassuring, conversational tone that mirrored the best of human service.
Agent: “Got it. Let me take your email address so the team can follow up with you.”
What followed was a thoughtful back-and-forth as Richard slowly spelled out his email address.
Caller: “r… p as in Peter, e… l… at _________ dot com.”
Agent: “Thank you! Just to confirm, your email is R…. Is that correct?”
Caller: “Correct. Thank you.”
In just a few moments, the AI had collected everything the shop needed to follow up—with zero callbacks, delays, or miscommunications.
Saving Time for the Shop—and Delivering for the Customer
By the time the team arrived the next morning, Richard’s message was ready in their system. No voicemails to sift through. No missed details to track down. Just a clear, organized record of the request and the contact info to respond immediately.
For Richard, it meant peace of mind. For the team, it meant more time spent on service and less time chasing phone calls.
The Power of Presence
This interaction wasn’t flashy. It wasn’t complex. But it showcased what truly matters in customer service—being there when someone needs help.
IMB’s AI Agent didn’t just protect a lead. It protected a relationship. It helped someone who needed a little extra patience and clarity. And it proved, once again, that when AI is designed with empathy and precision, it doesn’t replace human service—it amplifies it.
At the tire dealer, a simple missed call became a standout moment of care—and it happened because the right technology was in place to make sure no customer gets left behind.