Kosmocar's Technical Advisors sit at the center of every repair — booking, mechanics, costs, approvals, system updates and customer comms. Apifon proposes a phased plan that removes the bottlenecks: automated pickup alerts, a voice-first advisor app, a shared status layer for the call center, and an AI voice agent for inbound calls.
A single Technical Advisor coordinates mechanics, owns customer comms, updates CRM/SAP, approves costs and supports the call center. Information exists — it just isn't in the right system, at the right time, for the right person.
Constant context switching between mechanics, customers, costs, approvals and data entry.
No real-time vehicle status — simple questions escalate back to the advisor.
Ready vehicles go un-notified. Approvals and delays surface late, damaging experience.
The status already exists in SAP. We trigger a branded Viber/SMS message the moment a vehicle is marked ready — with pickup hours, location and instructions. No advisor action required.
The advisor speaks. The AI transcribes, identifies the plate, summarizes the update, proposes a system action and drafts the customer message — the advisor approves with one tap. A shared status DB gives the call center live visibility by plate or customer.
Natural-voice agent answers inbound calls, identifies the vehicle, checks the status DB, and responds — or captures the request, summarizes it and routes a structured inbox item to the right advisor.
EZK-4421 — additional brake sensor required. Cost +€78, part arriving tomorrow. Customer approval needed.
Hi Maria, we found a faulty brake sensor on EZK-4421. Extra cost €78. Reply YES to approve.
From the shared status database the call center can search, to the inbound inquiry handoff, to the AI voice agent capturing structured records and routing them into the advisor inbox.
Every voice update an advisor confirms in the app writes a structured record into a shared status DB. Call center agents — and later the AI voice agent — can search by plate, customer name, phone or case ID and see the latest status in seconds, instead of escalating back to the advisor.
When the call center cannot resolve a question from the status DB alone, the agent captures a structured inquiry in a single screen. It lands in the right advisor's inbox with full context — plate, customer, request, urgency — so the advisor reacts, not investigates.
Asking pickup time — parts ETA changed. Wants callback before 17:00.
Cost approval question — wants breakdown of brake pad pricing.
Diagnostics found additional issue — needs your approval to proceed.
Replied to Viber: confirmed pickup tomorrow 10:00.
The AI voice agent answers the call in natural voice, identifies the plate and customer, checks the status DB, and either responds directly or captures a structured inquiry. Every call is recorded with metadata (time, plate, customer, intent, transcript) and the resulting case flows into the advisor inbox just like a human-captured one — with full audio replay.
| id | time | plate | customer | intent | outcome | audio |
|---|---|---|---|---|---|---|
| #10428 | 14:32 | ABK-4521 | M. Papadopoulos | status + callback | routed | ▶ 00:48 |
| #10427 | 14:18 | YPN-9087 | E. Nikolaou | pickup confirmation | resolved | ▶ 00:31 |
| #10426 | 14:04 | INZ-2210 | A. Georgiou | cost approval Q | routed | ▶ 01:12 |
Customer asked for pickup ETA, requested callback before 17:00. AI confirmed parts ETA Thu 16:00. Action needed: phone callback.
SAP-triggered Viber/SMS for ready vehicles.
Voice updates, AI summaries, shared visibility.
Structured tasks routed to the right advisor.
Inbound calls answered, identified, resolved or routed.
We'd love to walk Kosmocar's workshop and call center teams through the proposed flows, system touchpoints and a phased delivery plan.