Logistics and auto service · Sample scenario
Auto service intake and work order
Vehicle and service details are extracted from the request, a suitable slot is booked, and a preliminary work order is passed to the mechanic.
Problem
Vehicle and customer details are entered again and again across calls, messages and the front desk.
How it works today
The service advisor asks for the model, year and complaint by phone, checks the calendar, then writes the same details into the service CRM and a paper work sheet.
What this scenario changes
AI extracts the car model, year, mileage and requested service from the request. For scheduled services, a slot is booked in the calendar and a preliminary work order is created and passed to the mechanic. For a fault complaint, no diagnosis is given; a mechanic inspection is booked first.
The process step by step
- Service request: Customer writes via WhatsApp or the website
- Vehicle and service extracted: Model, year, mileage, service type
- Scheduled service?: Service is specific and needs no diagnosis
- Slot booked: Free time in the bay and mechanic calendar
- Preliminary work order created: Linked to the vehicle record in the service CRM
- Passed to the mechanic: Confirmation to the customer, task to the mechanic
Exception path
- Mechanic inspection booked: Time for diagnostics; diagnosis left blank
- Inspection time to the customer: No diagnosis or price given
The role of AI
Extracts vehicle details and the service type from the customer's free-text message and separates scheduled service from fault complaints.
Human approval and exceptions
For a fault complaint, AI does not state a cause or price; a diagnosis is written on the work order only after the mechanic's inspection.
Frequently asked questions
Can AI tell the cause of a fault?
No. The complaint is written on the work order as is; the diagnosis is set only after the mechanic's inspection.
What if the calendar is full?
The customer is offered the nearest free slots; if none fit, the request goes to the service advisor.
Does it work with our current service software?
Integration options are checked in the initial audit; if there is no API or export, the work order can be passed in a spreadsheet format.