An AI Front Desk for a Multi-Store Quick Lube in Texas

This operator runs several quick lube stores in Texas. Like every quick lube, the phones ring all day.

Most calls are the same handful of questions. What time do you close? Can I just walk in? Can I book a time? Do you do state inspections?

Those calls land on the people who are also writing tickets and talking to customers at the counter. The goal was for every caller to get a good answer without pulling staff away from the cars.

The owner also wanted a clearer view of what happens inside each store, and a better way to coach employees on how they talk to customers.

A customer calls a store. The AI picks up, answers the question or books the visit, and passes the call to the front desk when it should. The team stays with the customers and cars in front of them.

Every 2 hours during shop hours, the audit agent goes through the latest calls. Most of the time nobody hears from it. If it finds a problem, the founder gets an email.

That audit has already earned its place. It showed that the smaller AI model we started with was ignoring some of the booking rules. So we upgraded the phone agent to a stronger model. We'd much rather catch something like that in an audit than hear about it from a customer.

The coaching platform needed care, because nobody wants to feel watched. So we built privacy into it from the start. The raw recordings are visible only to the employee in them. Management sees the graded reports.

That way managers get what they need to coach, and the recordings themselves stay with the person they belong to. We also drafted the employee agreements for the program around Texas law.

The camera rollout runs alongside all of this. Each store gets set up in turn, so the owner isn't dealing with every location at once.