What Does The Miles Virtual Service Advisor Do When Answering Phone Calls?
When enabled Miles can answer phone calls and assist your customers with general information or scheduling appointments.
Miles is an AI-powered Virtual Service Advisor available in Retention Pro. When enabled, your Miles Virtual Service Agent engages with customers, provides them with general information, and works to book appointments on your behalf; so you can stay focused on servicing vehicles while Miles delivers timely support and clear, consistent communication.
In short, having Miles answer your calls turns your traditional phone system into a conversational customer service tool that can quickly handle simple questions and requests.
Miles' capabilities for handling phone calls include:
- Customer Service: Resolving common inquiries and accessing customer history.
- Appointment Scheduling and Management: Allowing customers to book, modify, or cancel appointments via natural conversation.
- Business Information: Providing details such as hours, services, and pricing for customers.
- Intelligent Routing: Transferring calls to human agents when a complex issue is identified.
If Miles encounters a spam call or a recorded message, it typically will not transfer the call to a human. That’s because it listens for specific phrases—such as “I need to speak with someone at the shop” or “I want to talk to a real person/human”—that are unlikely to appear in robocalls or spam recordings.
If a call comes in after hours, when your shop is closed, Miles will still transfer the call to your shop phone line and it will then go to voicemail if it is available. This ensures that customers can still leave a message with their contact information, vehicle details, and reason for calling, so your team can follow up as soon as you reopen.