Skip to content
English
Go to boltontechnology.com
  • There are no suggestions because the search field is empty.

How Does Miles Interact With Customers?

Miles, the Virtual Service Advisor in Retention Pro, is available to help you by communicating with your customers via text and calls.

What is the Miles Virtual Service Advisor?

Miles is an AI powered Virtual Service Advisor that is available within Retention Pro.  When enabled Miles can respond to text messages, answer phone calls, and assist your customers with scheduling appointments.  This allows you to focus more on servicing vehicles, while Miles gives your customers timely support.

What Can Miles Do?

When communicating with customers the Miles Virtual Service Agent can:

  • Book, Reschedule, and Cancel Appointments
  • Answer common questions with information available in your Company Settings
    • Business hours, address, holiday closures, etc.
  • Respond in context
    • Recognize the campaign that the customer is responding to
    • Miles can remember previous comments/questions in the current conversation and pick back up if there is a delay in customer response (within 30 minutes)
    • If a conversation is more than 30 minutes old then Miles will start fresh.
  • Transfer the conversation to a member of your shop when needed.

 

What Are Some Things That Miles Will Not Do?

  • Take payments or discuss pricing

  • Diagnose vehicle problems

    • It will acknowledge the concern and suggest calling the shop

  • View customer information beyond your shop's appointments

  • Override shop hours or create appointments outside operating hours

  • Reply to conversations older than 30 minutes without starting fresh

 

Examples of How Miles Will Communicate With Customers

Customer Replies to a Campaign:

  • If a customer replies to a campaign with something like "Ok", "Thanks", or "Got it" Miles stays silent since this is just an acknowledgement of the message.
  • If a customer replies with "Yes" or "Sure" to something like an Oil Change Reminder then Miles will recognize that context (the campaign they were sent) and attempt to prompt the customer to schedule an appointment.
  • A customer is sent an Appointment Reminder and responds with "Confirm" or "I will be there" then Miles will acknowledge/confirm their response.
  • Should a customer respond in a hostile manner (Legal threats, directed profanity, "never coming back") then Miles will stop the flow immediately, respond with empathy, and offer to transfer to a person.

If a customer asks a question and provides scheduling info in the same message — for example:

"What are your hours? Also I need an oil change on Thursday"

Miles both briefly answers the question ("We're open Monday–Friday 8 AM to 5 PM") and continues collecting scheduling info ("I'd be happy to help book that oil change! Which vehicle would you like to bring in?")

Examples of other Conversations:

  • "My car broke down", "I'm stranded" - Adds an empathetic opening to the next reply ("I'm sorry to hear that…") and continues helping by providing a phone number or shop information.
  • "Do I have an appointment?", "When is my appointment?" - Miles will look up the appointment information and provide it to the customer.
  • "How much is an oil change?" - Miles will respond and suggest they call the shop "For pricing, I'd recommend giving us a call at [phone]"
  • "Do you have brake pads in stock?" - For things like parts availability Miles will prompt the customer to call the shop.
  • "Are you open on Memorial Day?" - Miles will reference your Holiday Settings (In Campaign Settings) to attempt to let the customer know if you are open or not.
  • Customer reacts to a previous message - When a customer taps a reaction (❤️ Liked, 😂 Laughed, etc.) on a message, it sometimes sends as plain text: Liked "Your appointment is confirmed" - Miles will stay silent instead of trying to start a conversation. You will get an alert in the Message Center so you know the customer engaged.