Inforserveis, IBM, and NSI are rethinking after-sales appointment management at dealerships
Better appointment preparation, fewer no-shows, optimized advisor time, and personalized interactions… Automotive after-sales is an important market. And one that can be transformed through agentic AI.
CAR (Cloud Active Reception), a digital solution dedicated to automotive after-sales service from Spanish automotive software publisher Infoserveis, is taking a major step forward. Developed with the support of NSI France and designed with IBM watsonx Orchestrate, CAR uses agentic AI.
The automotive after-sales sector faces a major challenge that weighs on its profitability: inefficient appointment management, often linked to a lack of advance preparation. Inforserveis’ field experience with manufacturers such as SEAT in Spain and Jaguar-Land Rover in France highlights a widely shared problem: nearly one in two appointments is made without sufficient preparation, resulting in wasted time, missed business opportunities, and a negative impact on customer satisfaction.
Interconnecting the entire after-sales service chain
It is in this context that this three-way collaboration has come about, with the creation of new features in the application designed to optimize workshop appointment preparation, boost advisor productivity, and increase dealership profitability.
CAR is an integrated solution designed to interconnect the entire after-sales service chain: appointment management, customer follow-up, and operational performance management for dealerships and automotive brands.
The AI functionality (ProActive AI) integrated into a combination of AI Agent and AI Assistant enables:
- Optimized appointment preparation (vehicle needs are anticipated before the customer arrives, ensuring better workshop organization);
- Personalize customer recommendations (the solution identifies and proposes relevant recommendations—parts, services) in advance;
- Manage performance (CAR detects the risk of customer no-shows, reschedules appointments, and maximizes the use of dealership resources).
For Jordi Soldevila, Chief Quality Officer, Infoserveis, after-sales service performance is based on anticipation, personalization, and operational efficiency. “With Cloud Active Reception and its new agentic AI capabilities, we enable dealers to move from reactive appointment management to a fully proactive model.”
From agent to living workflow
By using watsonx Orchestrate agentic AI capabilities to create and manage autonomous solutions such as CAR, dealers can achieve rapid and measurable ROI, transforming the efficiency of their workshops:
- Additional revenue (increased number of appointments thanks to personalized recommendations)
- Quality of service (better-prepared advisors and a smoother, more personalized customer journey)
- Time savings (appointments prepared very quickly, freeing up time for customer service)
- Operational efficiency (reduced losses due to absences and increased number of customers served)
Ultimately, companies can create an agentic AI solution focused on customer care that can be replicated across all industries.
“We are moving from a technological promise to a concrete operational reality,” says Kozi Vuti, Director, AI & Innovation, NSI France. Our ambition is clear: to co-design a seamless, personalized, and agile after-sales experience. Innovation is only valuable if it has a real impact on customers and teams!”
Streamline, personalize, and optimize
In fact, with this project, the three partners are rethinking technical orchestration, moving from agents to live workflows. Each agent performs a subtask (information gathering, planning, validation, notification) and the orchestrator adjusts the process according to the context (customer data, advisor’s schedule, network constraints). This principle makes it possible to go beyond linear automation to handle variable, multi-event journeys.
“CAR illustrates a collective success between three companies and three areas of expertise, serving to improve and personalize the customer journey for dealerships and their customers,” summarizes Marc Delaveau, Service Ecosystem Leader, IBM.
Agentic AI has streamlined appointment preparation, improved responsiveness and personalization of exchanges, while optimizing advisors’ time.
