How a German Bus Workshop Uses AI to Transform Customer Service

Repair shops and service workshops are increasingly turning to AI to improve efficiency. One such business, Identica Busse in Salzwedel, has adopted an AI-powered phone assistant to handle customer calls. The technology aims to reduce workloads while maintaining high service standards.

Identica Busse now uses NetAlive® HEX:R Voice, an AI assistant named 'Ida', to manage incoming calls when staff are busy. The system automatically answers, logs callback requests, and ensures no customer is left waiting. Owner Mathias Busse reports that the tool has eased staff pressure and boosted service quality.

Beyond call handling, Identica supports its partners with expert advice and training. This includes guidance on digital tools, AI integration, and workflow optimisation. Partners also receive dedicated advisors for leadership, technical support, and process refinement.

The trend extends beyond bus workshops. Many repair and service businesses now use AI for tasks like written language analysis (48%), speech recognition (47%), and natural language generation (34%) in customer interactions. These solutions help streamline operations and improve communication.

Identica's AI assistant has already shown benefits in reducing staff workloads and enhancing customer service. With ongoing support and training, the company aims to help more partners adopt digital solutions. The shift reflects a broader move toward AI-driven efficiency in service industries.