AI System for Tracking Additional Vehicle Service Work Approvals

The problem

The additional-work quote is in an email or form while the vehicle owner’s replies stay in WhatsApp. The adviser has to identify which work item each reply concerns.

When a customer accepts some items and postpones others, turning a message into line-by-line decisions takes care. Questions can become mixed with approvals.

Changes to a quote or price require another check of replies to earlier versions. Keeping the workshop list current creates further follow-up work.

What we set out to improve

• Customer replies are matched to the correct vehicle intake record, quote version and line item
• Unclear replies and answers to older versions are routed to a separate review queue
• The workshop list contains only adviser-verified lines and revisions reopen the affected approval

How the system works

1. 01Record the additional-work quote from email or a form using the vehicle intake number, version and line identifiers.
2. 02Match the sender of a reply received through the official WhatsApp Business Platform to the vehicle’s authorised contact verified by the service team.
3. 03Use AI to suggest links between acceptance, refusal or question wording and the relevant quote lines. Show the adviser the source message and quote line together.
4. 04Place unclear replies, answers to older quote versions and price changes in a separate review queue.
5. 05Let the adviser verify line decisions. Where needed, collect explicit confirmation through an approval form used by the identity-verified authorised contact.
6. 06Prepare the workshop list only from verified lines. Reopen approval for the affected line when a later revision arrives.

Methods we used

• Use the vehicle intake number, quote version and line identifier together; a separate approval table can be used if the existing software does not supply them.
• Separate acceptances, refusals and questions into suggested decisions, preserving the source message for review.
• Show scanned quote lines and amounts alongside the source document for comparison.
• Link verified customer confirmation to its line and version; reconsider a line when it changes.

Where people stay involved

Data and security

Registration numbers and contact details have restricted access; identity documents are excluded from the general workflow. Replies are linked to the vehicle’s authorised contact verified by the service team. Only necessary fields are passed for external reading; instructions inside documents are not executed. Source messages, quote versions, lines and adviser corrections remain linked. Retention and deletion rules are agreed with the business. WhatsApp communication follows permission and messaging-window rules; sensitive information is handled through an authorised form.

Who this suits