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SmartAction Partners With Ottomation to Launch ‘Otto’ the Virtual Service Advisor for Automotive Dealerships

SmartAction, a leading provider of AI-powered virtual agents for customer service, announces the launch of Otto, its service scheduling solution for auto dealerships. Otto is a virtual service advisor that helps customers schedule automotive service appointments such as oil changes, scheduled maintenance, and other repairs at any time of day. The AI-powered solution also sends dynamic voice/text reminders that allow customers to confirm, reschedule, or cancel upcoming appointments.

SmartAction, via an exclusive distribution partnership with Ottomation, built Otto, the virtual service advisor, as a first of its kind solution. “We are excited to bring our expertise and decades of experience in the fixed ops side of the auto industry to this partnership,” says Noah Rouen, President of Ottomation. “We took proven scripts and analyzed thousands of service appointment calls to help create Otto – the perfect call center agent that is never sick and always ready to help customers. Otto is a game-changer for dealerships, allowing them to maximize revenues and get ahead of their competitors in a tight labor market.”

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Julia Thayer, VP of Product at SmartAction, adds, “We wanted to fill a void in the scheduling space, in which dealerships had to settle for basic solutions that required complex and time-consuming installation. Our goal was to deliver a scalable solution that was easy for our dealership customers to set up, yet configurable enough to meet their individual needs.”

Otto offloads the task of scheduling service appointments from busy service departments. Customers have the power to schedule, change, or cancel service appointments quickly and easily – there’s no need to navigate confusing touch-tone menus or use complicated technology. Otto works with the customer to find and book the best appointment time and assists with transportation services such as loaner cars, shuttle service, and towing assistance. Otto also proactively sends appointment reminders through voice and SMS, significantly decreasing late or missed appointments.

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The scheduling solution integrates with automotive dealership tools, including X-time, CDK, and others, so appointments are booked directly in real-time. Configuration and deployment only take a matter of days, so dealerships can start seeing benefits almost immediately.

Rouen concludes, “Our team has worked closely with our partners to ensure a great service experience for both dealerships and their customers. We are constantly iterating based on the real-time data from real calls to improve our solution. We are excited to launch with our first dealerships soon, and we look forward to many successful partnerships.”

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