How Thunai AI Agents Help the Automotive and Service Industry With AI Voice, Chat, and Email Automation Resolutions

Problem:

1. High-volume, low-complexity customer interactions overwhelm dealership staff. This risks significant customer dissatisfaction. Thousands of customers often require simultaneous support for routine needs, such as:
   
   • Coordinating vehicle pickup and drop-off logistics.
   • Inquiries about billing, invoices, and payment options.
   • Questions regarding service package inclusions and active promotions.
   • Requests for loyalty point balances and redemption options.
   • Requests for basic documentation, like service history.
   • Assistance in finding the nearest service center.
     
2. Using highly trained human advisors for these repetitive tasks is costly and inefficient.
   
3. A new method was needed to automate these interactions 24/7 while still giving personalized, accurate information.

Solution:

• An omnichannel AI model was introduced, combining Thunai AI Voice, Chat, and Email agents to create a complete L1 support layer.
  
• This framework connects directly to dealership systems (like CRM, billing, and logistics APIs), making sure AI responses are based on real-time, accurate data.
  
• The process allows AI agents to fully resolve most routine queries, including an estimated 80% of billing inquiries and a 60-70% decrease in manual coordination.
  
• The system arranges for intelligent escalation, transferring complex queries to a human specialist and giving them a full transcript for immediate context.

How Thunai AI Agents Resolve Customer Issues In Real Time (Step By Step)

• Step 1 - Customer Request and AI Activation: A customer requests maintenance and vehicle pickup via Chat. The AI agent activates instantly and parses the request.
  
• Step 2 - AI-Led Coordination and Proactive Upsell: The AI verifies the customer in the CRM, confirms a pickup slot from the logistics database, and reviews their service history.
  
• Step 3 - Handling Promotional and Loyalty Queries: The AI proactively informs the customer they qualify for a Monsoon Service Package. When asked, it details the package and their loyalty point balance, suggesting a reward.
  
• Step 4 - Intelligent Human Escalation: The customer asks a complex technical question about brake noise. The AI recognizes this requires technical expertise and confirms a transfer to a technician.
  
• Step 5 - Context-Aware Human Resolution: A human advisor receives the full transcript (pickup details, promo added, brake query). The advisor skips repetitive questions and immediately addresses the technical issue.
  
• Step 6 - Confirmation and Closure: The customer's concerns are addressed. The advisor confirms the booking, and the AI sends an email confirmation with all appointment and package details.

Main Features of Thunai AI Agents for Automobile Service Support

1. 24/7 Omnichannel Logistics and Documentation Support

The system automates high-volume administrative tasks 24/7. It connects to dealership databases to give instant, accurate answers.

• Agents coordinate pickup/drop-off services, check logistics availability, and connect with mapping APIs for route optimization.
  
• They function as an instant locator, using pincodes to give service center addresses and hours, and also send documentation like service history PDFs.
  

2. Integrated Billing, Promotion, and Loyalty Management

Thunai AI agents connect directly to CRM and billing systems to handle financial and marketing queries, turning support interactions into revenue opportunities.

• Agents retrieve invoice details, explain charges, and guide customers to secure payment links or discuss installment options.
  
• The AI personalizes specials based on vehicle history, leading to an estimated 15-20% increase in upsell opportunities.
  
• Loyalty program management is automated. Agents display point balances, explain redemption options, and process rewards within the chat interface.
  

3. Deep Contextual Connection with Dealership Systems

The solution's value is its ability to customize interactions by using its deep connection to dealership platforms. It accesses specific customer, vehicle, and financial data.

• By connecting to the CRM, the AI knows the customer's service history and loyalty status, allowing it to give proactive suggestions.
  
• This connection makes sure that information on invoices, payment gateways, and pickup driver ETAs is always accurate and actionable.
  

Key Takeaways

The most effective method for scaling dealership support is a hybrid of automated AI and human expertise. Thunai AI manages the high volume of routine tasks, freeing skilled advisors for situations requiring technical expertise.

This helps AI agents with proactive resolutions:

• The warm handover (giving human agents a full transcript) is key, as it stops customers from repeating themselves, a common point of frustration.
• Connecting AI with CRM data allows proactive upselling (increasing uptake 15-20%) and loyalty management (improving retention 10-15%).
• Automating the 6 key administrative use cases lowers L1 support costs by an estimated 30-40% and improves customer satisfaction by 20%.

FAQs on Using Thunai Voice Agents for Automotive Resolutions

Can I customize Thunai AI agents for my dealership's specific service packages and workflows?

Yes. The platform is designed to ingest your specific service packages, promotional criteria, billing codes, and logistics workflows.

Does Thunai have a free trial?

Yes. A free trial is available to explore how the system works for your specific business use cases, like automating billing inquiries.

Is Thunai secure and compliant to handle payments and customer data?

Yes. Thunai is compliant with major security standards. It is equipped to handle sensitive CRM data and guide users to secure payment gateways.

How does the Thunai voice agent connect with our existing Dealership Management System (DMS) and CRM?

The platform connects to your main systems (like DMS, CRM, and billing) via APIs. This connection lets the AI pull real-time data to personalize conversations.

What is the typical timeline to deploy a new AI agent for a specific workflow like Pickup Coordination?

Agents for defined workflows can be configured rapidly. Connecting the necessary APIs and testing the conversation flow can often be completed within days.

What level of technical expertise is required from our dealership team to maintain the agent?

Thunai is a low-code platform. Your operational team (like service managers) can set up and adjust agents without deep technical expertise.

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