MIA · Service and after-sales
The Service department receives calls, messages, and website requests while advisors are busy with customers at the desk. MIA answers on voice, WhatsApp, and webchat, collects plate, need, and preferred time, and prepares the booking or callback according to workshop rules. The advisor receives a complete request, not a missed call.
AI mode and Human Control
Not everything in a workshop can be automated: a noise to diagnose, a quote, a complaint. MIA works in two distinct modes, configured department by department.
AI mode
MIA autonomously handles recurring Service requests using the information provided by the dealership and the fields defined during setup.
Human Control
The advisor or Service manager takes over when technical or commercial judgment is needed. AI stops, context stays.
Switching between modes follows configured rules: by request type, time, location, or keyword. The team always sees who is replying and can step in at any time.
Service requests arrive in bursts: in MIA data, 350 of 620 Service opportunities fall between 8 am and 1 pm, the same window in which advisors hand over and receive vehicles. The phone rings while a customer waits at the desk, and the WhatsApp message stays read but unanswered.
An AI assistant for Service exists first of all for this: absorbing the first stage of the request and delivering it complete to the person who will handle it.
MIA covers recurring after-sales requests with the same conversational engine used for sales, but with department-specific fields, rules, and calendar. Every flow ends with a clear operational outcome: appointment proposed or recorded, complete request for the desk, scheduled callback.
The customer chooses the channel; the workshop receives the same structured request. On the phone MIA works as a voice assistant; on WhatsApp the conversation can continue over time with reminders and confirmations; on the website the chat intercepts people searching for a service booking before they abandon a form.
In the 30 days observed from 7 August to 6 September 2026, Service opportunities with a linked first message totaled 624: 362 from voice, 203 from webchat, and 59 from WhatsApp. Phone remains the main after-sales channel, but a third of requests already come through digital channels.
The flow is designed never to present a preference as a confirmed appointment. What is communicated to the customer depends on what calendar and integrations actually allow.
After-sales runs on deadlines: maintenance, inspections, tyre changes, warranty expiry. With MIA outbound campaigns the dealership can import lists from CRM, DMS, or files, segment them, and start one-to-one WhatsApp conversations within collected consents.
When the customer replies, MIA continues the dialogue, collects availability, and moves the contact toward an appointment or handoff. Sending rules, hours, and templates are defined before activation.
MIA manages the conversation; the workshop calendar, CRM, and DMS remain the systems of record. Before activation we verify which reads and actions are available: slot lookup, appointment recording, customer record, vehicle, job status.
Available CRM integrations with Action, LeadSpark, Walcu, Salesforce, Tcar, and Visual Software allow the Service request to be recorded in the customer's context. Calendar and DMS scope is agreed per project.
Early indicators concern the flow: Service requests by channel and time band, share handled by AI without intervention, time to first reply, complete requests delivered to the desk, handoffs and reasons.
Completed appointments, no-shows, workshop revenue, and retention are later stages: they become comparable only when calendar and DMS record outcomes consistently before and after activation.
Bookings, channels, calendar, and human control: what Service managers ask before activating MIA.
It can collect the request and, when the workshop calendar and integration allow it, propose slots and record the appointment. If the action is not available, MIA prepares a complete request for the desk or schedules a callback, without presenting a preference as a confirmation.
Phone, WhatsApp Business, and website chat. The flows share the department's fields and rules, so the desk receives the same structured request regardless of the channel.
Yes. With Human Control the team takes over the chat or request at any time; AI stops and the collected context stays visible. Handoff can be automatic on defined rules, for example quotes, complaints, or requests to speak with a person.
Only when status comes from a system connected and authorized by the dealership. Without the integration, MIA collects the request and passes it to the workshop rather than providing unverified information.
Yes, through MIA outbound WhatsApp campaigns: list import, segmentation, approved templates, and a managed conversation when the customer replies. Consents, hours, and sending rules are defined before activation.
The voice channel in detail: inbound, outbound, and human handoff.
Conversations, reminders, and outbound campaigns with team control.
Integrations already available for MIA and CarTake and how they are verified.
The same engine applied to new, used, and the sales BDC.