How AI is helping shops deal with call volume

Independent shops can find success in a hybrid model where AI handles first contact and routine requests, according to a new report.

This, it said, is freeing staff to focus on expert conversations that drive approvals, trust and revenue. In turn, speaking with a human at auto repair shops will become a privilege for situations that truly need expertise as artificial intelligence takes over first contact with customers, the report from In Motion Brands said.

Under the Hood of Your Business observed that AI service agents will manage intake, triage and routine questions so advisors and technicians can focus on higher‑value tasks. It calls this a clear signal of where the aftermarket is heading as the sector grapples with labour shortages, rising costs and higher consumer expectations.

The study found many shops miss between 20 and 40 per cent of inbound calls, often during the busiest hours. Nearly 30 per cent of all daily calls arrive in the three hours between 7 and 10 a.m. The report also tracked weekly patterns, with Monday accounting for the largest share of calls and Saturday the smallest.

The cost of missed connections is high. Across North America, the report noted, up to 80 per cent of callers who hit a generic voicemail hang up without leaving a message. The report pointed out that callers are more willing to interact with an AI agent than to leave a voicemail, resulting in richer details for faster, better follow-up by staff.

Most reasons for calling are routine. Price inquiries made up 30 per cent of calls, appointment booking another 30 per cent, general questions 26 per cent, service issues six per cent and other items eight per cent. The report says AI can answer these quickly in multiple languages and connect to shop systems for real-time scheduling.

The study compared performance across human-only, AI-assisted and hybrid models. In the hybrid approach, AI answers the first ring, captures contact and vehicle details and passes qualified leads to staff. Close rates rose to 28 per cent from 20 per cent before AI was added. Average repair orders were also higher when AI was part of the process: $1,095 compared to $1,029.50.

AI improves counter efficiency by standardizing qualifying questions that can be missed when staff are rushed. It reduces interruptions and lets advisors spend more time on approvals and decisions that move work forward. Shops also gain full records of calls, including transcripts and summaries in the CRM, so follow-ups are faster and more consistent.

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The report emphasized that AI and humans work best together. AI protects revenue by answering every call — including after hours — while humans bring judgment and empathy to complex cases. Looking ahead, the authors expect AI to follow up on declined work, check inventory, generate estimates, support diagnostics in real time and sync schedules across systems, allowing teams to operate with greater speed and reliability.