How a Car Dealership Answers Every Enquiry Call with a Trilingual AI Agent

The dealership

A multi-location car dealership in eastern India with several showrooms and service workshops. Its callers speak Hindi, Bengali or English, often switching between them, and call about everything: new cars, prices, service, spare parts and directions.

The challenge

• Every call is a possible sale. A caller asking about a model is usually comparing dealers; the one who captures their details and calls back first gets the test drive.
• Three languages. Callers expect to be answered in the language they speak, and staff couldn't always match it.
• Busy lines, every day. Calls come all day, including Sundays, when showroom staff are busiest with walk-ins.
• Risky questions. On-road prices, EMIs, discounts and stock change constantly and need a specialist, not a guess.

What was built

An inbound AI voice agent that answers the dealership's enquiry calls. It opens in Hindi, switches once to the caller's language and stays there, and follows one job: capture the lead and hand it to a person.

• It identifies the intent (new car, service, callback or other) and captures the caller's name, number and vehicle.
• It answers short price and feature questions from an approved catalogue and price list, and offers a test drive to every new-car caller.
• It promises a specialist callback and ends the call; it never confirms a test-drive or service slot itself.
• After every call, the conversation is turned into structured fields and a summary, and an email with the lead details and the recording link goes to the dealership.

Results so far

Figures as of early October 2026, rounded:

• About 1,800 calls answered since the agent went live in June, about 1,400 of them real conversations (over 20 seconds).
• Monthly call volume grew about 4x, from roughly 160 calls in June to about 650 in September.
• Sundays are as busy as weekdays, and the AI answers them all.
• About 2,000 calls turned into structured lead records since launch, each emailed to the dealership.
• Service enquiries are the biggest group of calls; roughly one in six is a test-drive request. (These shares include the setup period in May.)

What happens after the callback (test drives, bookings and sales) is handled by the showroom team and isn't measured in the call data.

What made it work

• One job per call. Capture the lead and hand it over; the agent doesn't try to close the sale.
• A hard language lock. One switch, then no mixing within a sentence, which callers find far easier to follow.
• Strict price guardrails. Ex-showroom prices only, always with an on-road disclaimer; never EMIs, discounts, exchange values, stock or delivery dates.
• The caller always has priority. It stops speaking the moment the caller interrupts, never hangs up on an interruption, and hands over when a caller repeats a question, sounds frustrated or asks for a person.
• Short calls. Two-sentence answers and a hard limit of about three and a half minutes keep calls quick for the caller and cheap for the dealership.
• Numbers confirmed safely. It reads back only the last four digits of the callback number, never all ten.

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