Great point.

How are they measuring the success rate? It seems like a project like this is a great time to dive into the problem and define the parameters of success. If only to inform how you design the ai’s presentation of the shop. Ie. how quickly does it get customer’s profile and discover their issue.

Thinking about my experiences with mechanics shops—with the exception of dealerships and larger operations—if you’re talking to a principal, the conversation is brief. It’s possible customers will respond positively if the bot is effective for scheduling and if the price communicated by phone, and the final price are somehow aligned to expectations.