Customer questions
Answers common questions with replies the shop approved, and points to booking, a call or the map.
Never writes its own text or quotes a final price.
Hands off to · Service team
Automotive repair · SME
Complete booking and claim requests, before the first call.
Customers called with half the information the shop needed. Now three rule-based flows collect complete booking and insurance-claim requests, and the service team confirms every one.
Result
Calls needed to complete a booking or claim
- Before
- 3 calls
- After
- 1 call
Averaged over 2 months after go-live, from the service team’s call log.
- Industry
- Automotive repair
- Team
- SME
- Package
- Control
- Layers built
- DNABrainAgentsApp
01 · Starting point
Where they started
Customers called with half the details the shop needed. The service advisor spent the first call collecting vehicle data, photos and insurance papers, and often needed two more calls to finish. Agreed baseline: 3 calls per booking or claim.
02 · What we built
Layer by layer
- DNAThe shop’s services, approved fixed tariffs, opening hours and claim-document rules, gathered into one structured source.
- BrainThe shop’s rules for talking to customers, written down and enforced in every reply.
- AgentsThree rule-based flows for questions, bookings and insurance claims, each with written limits and a hand-off to the service team.
- AppA customer website with a step-by-step booking form, a guided claim form with document upload, and a price list.
This case is relevant if:
- Customers call with half the information you need.
- Bookings and claims arrive through every channel.
- Your team repeats the same answers all day.
03 · Inside the system
The rules every reply follows.
- No final prices. Only the approved fixed tariffs.
- No warranty periods.
- No firm deadlines or availability promises.
- Every quote and every unclear question goes to a person.
Three flows, each with written limits.
Booking requests
Turns a booking into one complete request and confirms receipt to the customer.
Never confirms a time slot.
Hands off to · Service team
Insurance claims
Works out which documents are needed, accepts uploads and sends the claim with gaps marked.
Never contacts the insurer.
Hands off to · Service team