Service bay calendar filled by an AI voice agent

Client profile

TorqueLine Service runs a multi-bay independent auto shop handling oil changes, tire swaps, brake work, and seasonal changeovers. The front desk is two service advisors who also write repair orders, walk customers through estimates, and hand back keys. Almost every booking starts as a phone call: drivers call from the road, from a parking lot, or right after they hear a new noise, and if nobody picks up they simply dial the next shop on the list.

The challenge

The service desk juggled walk-ins and phone calls, and after-hours callers couldn't book an oil change or a tyre swap.

Empty bays on slow mornings were lost revenue nobody had time to chase.

The service counter was the bottleneck. An advisor standing with a customer at the desk, explaining what the technician found on the lift, could not also answer the phone. Calls rolled to voicemail during the morning drop-off rush and again in the late afternoon pickup window, exactly when demand was highest. The voicemails that did get left were returned hours later, by which point the caller had already booked somewhere else.

Anyone who called after closing had no way to book at all. Tire season made it worse: a cold snap or the first snowfall produced a spike of evening calls asking about changeover slots, and every one of those calls hit a recorded message. The shop was turning away routine, high-volume work that fills bays efficiently.

The result was a lopsided week. Quiet mornings left lifts empty while the afternoon backed up, and nobody at the counter had the time or the call list to go back and fill the gaps. An empty bay on a slow morning is capacity that never comes back, and the team had no mechanism to recover it.

Why earlier attempts failed

• Voicemail and callbacks Callbacks went out hours after the fact, when the driver had already scheduled the work elsewhere.
• Outsourced answering service The operators took messages but could not see the bay calendar, so nothing was actually booked and the desk still had to call everyone back.
• Online booking form Drivers calling from behind the wheel or from under the hood wanted to talk, not fill out a web form, so the form captured only a small fraction of demand.
• Extra front-desk shift Added counter hours raised fixed staffing without covering evenings, weekends, or the seasonal call spikes that caused the worst losses.

The solution

A MyChatBot voice agent now answers the service line around the clock, reads live bay availability, and books oil changes, tire changeovers, brake inspections, and diagnostics straight into the shop calendar while the advisors stay on the floor.

1. Put the agent on the line MyChatBot Calls SDK took inbound calls on the main service number, picking up on the first ring during the drop-off rush and after hours instead of routing to voicemail.
2. Teach it the shop The Knowledge Base holds Business Domain docs covering service types, typical bay time per job, tire storage rules, seasonal changeover policy, warranty terms, and directions, with Agentic Search pulling the right answer mid-call.
3. Wire it to the calendar Google Calendar integration lets the agent check real free slots per bay, offer the caller two or three concrete times, hold the appointment, and confirm it before the call ends.
4. Write the record in CRM create_crm_lead and add_crm_client_contact capture the driver, phone, vehicle make, model, year, mileage, and requested job, tagged source AI-, with lead_chat_link attaching the call recording to the lead.
5. Escalate the complex jobs Hand-off Control routes anything past routine scheduling, a warning light, an accident estimate, a warranty dispute, to a service advisor, with Flight Control pinging the team in Telegram so nobody waits.
6. Chase the loose ends Follow-ups reach back to callers who asked about a job but did not commit, and Lead Processing labels and statuses keep no-shows and open estimates visible instead of buried in a notepad.

Bookings rose 36% and the desk lost two hours of phone load a day.

What was deployed

Rollout timeline

Results

What comes next

TorqueLine is adding outbound voice for service reminders, tire storage renewals, and seasonal changeover campaigns, so the same agent that fills today's calendar also books the next visit.