Finding 01p. 9
Conversational AI books service appointments without staff.
Brooke's report card: on average 78% of calls are contained and handled appropriately (transfers included), and appointable calls become appointments about 62% of the time.
Brooke.ai Solves Customer Experience Dilemma in Fixed Ops
Product review · Fixed OpsBrooke delivers a win–win for dealers and consumers. See how this Digital Voice Assistant (DVA) performed for two dealer groups.
In collaboration with
Better Car People
Better Car PeopleIncludesQuestions for interviewing a DVA provider
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Service starts with a phone call. Conversational AI is picking up.
Brooke addresses the long-standing challenge of inefficient service appointment scheduling in Fixed Operations. By leveraging conversational AI, dealerships can automate appointment bookings and reduce friction in customer interactions, leading to shorter waits for customers and a more productive service team.
30%of service calls go unanswered, per Proactive Dealer Solutions data
78%of calls Brooke contains and handles appropriately on average, transfers included
844after-hours and overflow appointments Brooke booked for McKenna Cars in its first month
$532,902a month in service revenue McKenna Cars credited to those bookings, at a 90% show rate
Key findings
What dealers found in the service lane.
Finding 02p. 10
Brooke books into the DMS and scheduling tool in real time.
It recognizes existing customers and vehicles and assigns op codes per service. Integrations named: Auto/Mate, Reynolds & Reynolds, Xtime, CDK Global, Fortellis and Tekion.
Finding 03p. 13
Shorter waits for customers and a more productive service team.
Brooke books in as little as three minutes vs six for a person. Hodges Ford Mazda cut appointment availability from four days to two and productivity rose from 82% to 98%.
Finding 04p. 19
A question list for vetting any DVA provider.
Ask how well the AI handles compound requests, whether it writes to your DMS accurately, how it manages shop capacity, transport and recalls, and what reporting and support you get.
In the full review
Inside the review
Ten sections, from dealer interviews to a final verdict on Brooke.
- 01
Introduction
p. 2Why the review was written: dealer interviews on results from a new kind of software.
- 02
Why the Time Is Ripe for a DVA
p. 2COVID, the new car shortage and a worker shortage left service phones understaffed.
- 03
Let's Start with the Facts
p. 3Fixed ops profit share, service call volume and what unanswered calls cost.
- 04
A True Efficiency Partner for the Dealer
p. 4What Brooke was built to do: answer every call and free advisors and BDC agents.
- 05
Who Jumps on the AI Train?
p. 5How dealers deploy DVAs, early results and how BDC staff came around to it.
- 06
Do Customers Have a Problem with the DVA?
p. 7Dealer reports on how callers react, repair ticket size and CSI.
- 07
What the Right DVA Does for You
p. 8Capabilities: call coverage, report card, op codes, recalls, transport, DMS links.
- 08
Dealer Results
p. 13Hodges Ford Mazda and McKenna Cars results, plus reporting, cost and bundles.
- 09
Getting the Most Effective DVA
p. 18Why dealers lack a DVA plan, and the questions to ask any provider.
- 10
Evaluation
p. 20Brian Pasch's verdict on Brooke and its developer, plus closing dealer quotes.
Tools you can use on Monday
- Questions for interviewing a DVA provider
21 pages · Free PDF
About the research
Who's behind it, and how it was done.
The team, the method, and where the data came from.
Better Car People makes Brooke (formerly Brooke.ai), a digital voice assistant built for automotive.
bettercarpeople.com- Format
- Product review of the Brooke digital voice assistant for service scheduling
- Data
- Interviews with dealers using Brooke and with dealers using competing products
- Case studies
- Hodges Ford Mazda and McKenna Cars, with before-and-after call and revenue data
- Sources
- Cited stats from Cox Automotive, CallRevu, CBT News, Digital Dealer and PDS
Read the full abstract
Fixed Operations (Fixed Ops) have traditionally been a critical revenue driver for dealerships, but inefficiencies in service appointment scheduling have plagued customer satisfaction. Brooke tackles this problem by using conversational AI to handle customer inquiries and schedule appointments. This advanced system streamlines the process, reducing wait times for customers and freeing up staff to focus on more complex tasks.
Brooke works inside the dealership management system (DMS) and scheduling tool in real time, booking appointments with the right op codes and time. The AI understands natural language, so customers can say what they need without navigating phone menus. The dealers interviewed reported shorter waits, more booked appointments and higher CSI, with service staff freed up for more complex calls.
For your role
What's in it for you?
Pick your seat to see what this review means for your job.
Questions
Before you download.
Quick answers about the review and who it's for.
What is Brooke, formerly Brooke.ai?
Brooke is a digital voice assistant (DVA) from Better Car People that uses conversational AI to answer service calls and book appointments without staff stepping in. It understands natural language, so customers can say what they need without navigating phone menus.
Does Brooke integrate with a dealership's DMS and scheduling tool?
Yes. Brooke works inside the DMS and scheduling tool in real time, recognizes existing customers and vehicles, and assigns op codes per service. The review names integrations with Auto/Mate, Reynolds & Reynolds, Xtime, CDK Global, Fortellis and Tekion, as listed when it was written.
What share of service calls does Brooke handle?
On average, Brooke's report card shows 78% of calls contained and handled appropriately, transfers included. Appointable calls become appointments about 62% of the time. Brooke books in as little as three minutes, compared with six for a person.
What results did dealers get with Brooke in fixed ops?
Hodges Ford Mazda cut appointment availability from four days to two, and productivity rose from 82% to 98%. Brooke booked 844 after-hours and overflow appointments for McKenna Cars in its first month, which McKenna credited with $532,902 a month in service revenue, calculated at a 90% show rate. Dealers also reported shorter waits and higher CSI.
Why do dealership service departments need a digital voice assistant?
Because many service phones were left understaffed. The Brooke review traces this to COVID, the new car shortage and a worker shortage. A DVA like Brooke is built to answer every call and free service advisors and BDC agents for more complex calls.
What should dealers ask a digital voice assistant provider?
Ask how well the AI handles compound requests, whether it writes to your DMS accurately and how it manages shop capacity, transport and recalls. Also ask what reporting and support you get. The Brooke review includes this question list for vetting any DVA provider.
Was the Brooke review produced in collaboration with Better Car People?
Yes. Brooke.ai Solves Customer Experience Dilemma in Fixed Ops is Brian Pasch's product review of Brooke, produced in collaboration with Better Car People, which makes Brooke. It draws on interviews with dealers using Brooke and dealers using competing products, plus case studies of Hodges Ford Mazda and McKenna Cars.
Is the Brooke digital voice assistant review free?
Yes. It's a free PDF from Pasch Group, written for service and fixed ops leaders. Download it on this page. The review was published in January 2023, so product details and integrations reflect that time.
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