AI & Voice Communications
Supported conversational workflows, server authority, human handoff, provider readiness, and tire-data boundaries.
ShopCommander supports bounded conversational workflows when Voice is enabled, configured, provider-Ready, permitted, and approved for the shop’s rollout. It is not a generic autonomous phone agent.
Current supported workflow families
- customer lookup, safe ambiguity handling, and on-file/new vehicle context;
- appointment booking, rescheduling, and cancellation after current availability and explicit agreement;
- repair-status explanation from the current repair-order record;
- exact estimate explanation and revision-bound authorization decisions;
- explanation/linking of the current customer-visible published DVI revision;
- governed outbound estimate calls, appointment reminders, and declined/deferred follow-up;
- human transfer to the shop’s configured staffed destination;
- configured deterministic tire conversations when authoritative shop data exists.
The server decides
The conversation uses bounded tools and server-issued option handles. The model cannot select arbitrary record IDs, invent compatibility, bypass identity/consent, or write unsupported state. Booking, rescheduling, cancellation, authorization, and link sends require server-captured customer language in the exact current context.
Tire and external-data boundary
Tire conversations require configured product identity, vehicle application/fitment provenance, inventory or fresh supplier facts, sell pricing, fees/tax policy, and availability. Unknown fitment stays unknown. Supplier quantity may be unknown or stale. Wheel-package compatibility currently fails closed without a governed wheel source.
Human handoff and fallback
Before customer use, test the transfer destination, staffing, disclosure/recording policy, consent language, business hours, provider readiness, and manual fallback. Unknown data, provider degradation, or customer preference must have a staff path.
Current evidence supports controlled employee testing and a narrowly allowlisted customer pilot after per-shop configuration review. Unsafe provider fault-injection windows remain deliberately unverified; do not represent them as passes.