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Language: English
Demo

Solutions

Contact center for auto dealers and repair shops

With CONTACT.WORK, a dealership stops losing shoppers from listing sites such as Cars.com and Autotrader: someone who messages about a car gets an answer within minutes, even late at night. The salesperson sees which car the shopper is asking about, and the AI answers questions about mileage and features. Owners can book service themselves, even overnight, and the AI calls them the day before the visit. Service advisors no longer field "Is my car ready?" calls – the AI handles them.

Get a quotePricing
3channels per listingChats, calls, and texts
24/7service bookingBy phone or chat
APIto your DMS and CRMRepair orders during the call
1queueSales, service, and parts

Challenges

Where dealerships lose customers and money

The lead went coldA shopper asked about a car in the evening and by morning had a deal at the dealership down the road.
Nobody picks upThe service advisor is out in the service drive with a customer while the phone keeps ringing.
"Is my car ready?"Owners call about the same repair three times a day.
Empty service bayAn owner booked maintenance, didn't show, and the lift sat idle.
Gone after the warrantyThe warranty ran out, and the owner switched to an independent shop.
Wrong departmentShoppers land in service, and owners land in sales.

Solution

What changes for your dealership and service department

Listing sites

Shoppers from listing sites stay with you

The salesperson gets the message or call about a listing along with the vehicle details. The AI answers questions about mileage, features, and the number of previous owners. Discounts, financing, and trade-ins go to the salesperson. If you have several showrooms, each one gets its own listings.

  • Vehicle details on screen
  • AI answers about the car
  • Salespeople handle discounts

Booking

More service appointments, fewer calls to the front desk

The AI books maintenance and repairs at any hour, weekends included. It pulls open slots from your service software over the API and accounts for how long each job takes. The day before, it checks that the owner is still coming, and if the visit is canceled, the slot goes to another customer.

  • Open slots
  • Confirmed the day before
  • Cancellations free up time

Repairs

Technicians aren't interrupted by "Is my car ready?"

The owner gives a license plate or repair order number, and the AI says what is being done to the car and when to pick it up. If the technician finds another problem, the service advisor calls the owner, and the owner's yes or no is saved to the customer record.

  • Status by license plate
  • Pickup time
  • Approval for extra work

Sales

Website leads get a call within minutes

When a phone number comes in from a web form or an ad, the AI calls: which model, what budget, financing or not, any trade-in. The shopper reaches the salesperson already qualified, and if they are ready to come in right now, the AI connects them on the spot. When a new model comes out, the platform calls customers who bought from you a few years ago.

  • Call within minutes
  • Model, budget, financing
  • Past buyers

Dealer group

Callers reach their own dealership right away

Whatever number someone calls, the IVR asks for the city, brand, and department – sales, service, or parts – and connects them. Returning customers go to the salesperson or advisor who already works with them. Reports let managers compare locations: where calls are missed more often and where fewer service visits get booked.

  • City, brand, department
  • Their usual rep
  • Reports by location

Examples

Listing, maintenance, repair, roadside

The reasons dealership customers get in touch most often.

A shopper messages in the evening

A message on Autotrader comes in at 10:40 PM. The AI covers the mileage, number of owners, and features, and invites the shopper to come see the car. In the morning, the salesperson opens a conversation with the test drive already scheduled.

  • Answer before morning
  • Test drive scheduled
  • Conversation handed to sales
Example 1 of 4

We fit routing, booking, and reminders to your service software.

Capabilities

Where a contact center helps your dealership

Sales, service, and parts – every reason customers call or message.

Inbound inquiries

  • General infoLocations, service hours, maintenance prices.
  • Purchase inquiryModel, trim, and payment method go to the salesperson in one record.
  • Order statusWhen an ordered vehicle or part will arrive.
  • Vehicle searchThe AI asks about budget and needs, then suggests cars in stock.
  • ComplaintsEvery complaint has an owner and a deadline.
  • Warranty repairsWarranty claims with the VIN and a description of the problem.
  • Emergency lineAccidents, towing, won't start – calls go to the on-call shift.
  • Main numberCallers pick a city and department, and the IVR connects them.
  • Fleet accountsCompanies with several vehicles in for service call a dedicated number.
  • Vehicle appraisalWant to trade in or sell your car to the dealer? The AI books an appraisal.
  • PartsThe AI checks your inventory for a part number, and a parts specialist helps match by VIN.
  • Department numbersTire service, the body shop, and warranty each have their own number and reports.
  • Pre-call questionsThe AI asks for make, year, issue, and insurer up front, so the agent sees a completed record.
  • CallbackIf they gave up waiting for the front desk, you call them back.
  • Nights and weekendsWhile the dealership is closed, the AI books appointments and answers shoppers.
  • Ad trackingcustomized for youEach ad channel gets its own number, so you can see how many calls and sales it brings in.

Service

  • Maintenance and repair bookingThe AI books an open slot with a technician.
  • ReschedulingOwners reschedule on their own, and the bay is freed up.
  • Slot by job typeAn oil change and a suspension check take different amounts of time – the AI accounts for that.
  • Address and directionsReminders include the location address and directions.
  • Visit reminderThe evening before, the AI asks whether to expect the owner.
  • Waitlistcustomized for youA canceled slot goes to someone who asked for an earlier time.
  • Next maintenanceOwners are invited in when scheduled maintenance is due.
  • First serviceNew owners get a call from the service department inviting them to their first service.

Outbound calls

  • Website leadsThe AI dials a number left on a model page right away.
  • QualificationBudget, payment method, and any trade-in – shared with the salesperson ahead of time.
  • Win-backOwners who left after the warranty get an offer to come back for service.
  • UpsellingTire service with maintenance; insurance and paint protection with a purchase.
  • Post-service surveyManagers see a low score before the owner posts a review.
  • Tire seasonIn spring and fall, the AI invites owners in for a tire change and handles booking on peak days instead of the front desk.
  • Retry callsNo answer? We call again in an hour or tomorrow and send a message.
  • "I'll think about it"Shoppers who showed interest but didn't come in get a call with new offers.
  • Policy expiringA few weeks before an auto insurance policy expires, the AI offers to renew it with you.
  • Used vehiclesThe car someone wanted is now in stock – the AI calls the people who were looking for one.
  • Specific trimA shopper was waiting for a particular car – they get a message when it arrives.
  • Hot leadReady to come in? The AI transfers the call to a salesperson without dropping it.
  • InvitationsNew model launches and owner events.

Messaging

  • Listing sitesShopper messages don't get stuck in listing site dashboards.
  • Messaging appsOwner messages from messaging apps sit in the record next to their visits.
  • Dealership websiteShoppers can ask about a car right from its page.
  • Reviewscustomized for youWe reply to people who reviewed your dealership on Google Maps.
  • Social mediaMessages and comments on your dealership's social pages.
  • Contacts from Reelscustomized for youWhen people comment "I want it" under a video, they get a selection of cars and a link to your page.

Loyalty and quality

  • Owner rewardsThe AI tells owners how many points they've earned from service visits.
  • NewslettersService specials and new models, with the customer's consent.
  • ApprovalsThe lender for financing, the insurer for repairs – all communication stays in the customer history.
  • Call reviewRecordings show how salespeople negotiate and offer financing.
  • Advisor scorecardGreeted the customer, clarified the request, offered extra work – every call gets a score.
  • Missed callA service call went unanswered – the manager gets a notification.

Modules

Contact center modules

AI consultant for chatAnswers shoppers in listing-site chats and messaging apps.→Voice AI consultantBooks owners for service and gives repair status.→IVRConnects callers to the right location and department.→Auto dialerInvites owners in when scheduled maintenance is due.→CallbackReturns calls dropped from the service queue.→OmnichannelBrings every owner inquiry into one record.→Speech analyticsReviews sales team conversations.→WhatsAppShopper and owner chats in WhatsApp go straight to your team.→SMSService reminders and ready-for-pickup texts to owners.→
Leads stay warmListing inquiries answered in minutes.
Booking without a receptionistThe AI finds an open slot and books it.
Fewer service no-showsThe AI confirms each visit the day before.
Advisors off the phoneThe AI tells owners when the car is ready.

Launch

Implementation at a dealership

  1. 01AssessmentWe measure what share of shopper inquiries went unanswered and review how you book appointments today.
  2. 02Listing sitesWe connect your listing-site accounts and listing phone numbers.
  3. 03Service softwareWe connect your service software so the AI sees open slots and repair orders.
  4. 04AI consultantWe load service prices, booking rules, and details on vehicles in stock.
  5. 05RemindersWe set up scheduled maintenance reminders and calls the day before each visit.
  6. 06Go-liveWe bring departments on one at a time and review the results with you after a month.

Preparation

What to decide up front

Where do you book customers?Which service software holds your open slots.
Which listing sites?How many accounts you have and on which sites.
What should the AI handle?Booking, rescheduling, repair status, shopper questions.
When to invite owners for service?By sale date, mileage, or last service.
Do you need an emergency line?A 24/7 queue for accidents and towing.
How to split calls?By brand, city, or department.

Q&A

Frequently asked questions

Can you connect Cars.com, Autotrader, and other listing sites?

Yes. Messages from your seller accounts and calls to listing phone numbers reach salespeople along with every other inquiry. We agree on the list of sites during implementation.

Does the salesperson know which car the shopper means?

The listing with the make, year, and price opens right next to the conversation.

What does the AI tell shoppers?

It covers mileage, features, and availability. Discounts, financing, and trade-ins are for the salesperson to negotiate.

Can the AI book a service appointment?

It can, even overnight, as long as your service software shares open slots over an API.

Which service software does the platform work with?

We connect your DMS or shop management software to the platform over its API during implementation.

How do we remind owners about scheduled maintenance?

The auto dialer calls owners whose service is coming due, and the AI offers open slots.

Can the AI tell owners whether the car is ready?

It can, by license plate or repair order number, if repair status is kept in your service software.

How do we get approval for extra work?

The call is placed from the customer record and recorded, so you can always replay the owner's answer.

Won't shoppers and owners get mixed up?

No. The IVR and CRM data send shoppers to sales and owners to service or parts.

How does this work for several dealerships?

You keep one shared number: the IVR connects callers to a location by city and brand, and you get reports for each location.

Can we set up a separate line for accidents?

When callers say "accident" or "tow truck," the IVR sends the call to the on-call team, 24/7.

What about customers who left after the warranty?

The auto dialer invites them back for service, and their answers are saved to the record.

Can we see how salespeople perform?

Speech analytics tags conversations about financing, trade-ins, and discounts, as long as the salesperson and the customer are recorded on separate channels.

Can we keep our data in-house?

We can deploy the whole system, including the AI and speech recognition, on your own hardware. If you don't need that, we host it for you.

Does this work for a used car dealer?

The AI answers shoppers from listing sites, books appraisals for trade-ins or buyouts, and calls people who were looking for a car when a matching one comes in.

Can fleet accounts be handled separately?

Business customers get a dedicated line and an assigned rep, and the history for all their vehicles is kept in one record.

What does a dealership pay for the platform?

There are no license fees. You pay for support hours, server hosting if we host the system, and the AI's actual usage.

Glossary

Terms on this page

IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Omnichannel customer service
All channels in one agent workspace, with the customer's full history alongside. Learn more →
Speech-to-text
Turns spoken conversation into text. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →

More

More for auto dealers

After-hours answering Answering shoppers and booking service while you're closed. Learn more Appointment booking How the AI books customers into open time slots. Learn more Lead qualification A shopper's budget and timeline before the salesperson calls. Learn more Auto dialer Calls to owners when scheduled maintenance is due. Learn more

Blog

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