Scaling EV Repairs: How RepairWise Handles 1,000+ Daily Messages with AI
Highlights
- Company: RepairWise
- Industry: Electric Vehicle Diagnostics and Repair
- Challenge: managing 1,000+ daily messages across customer SMS and repair shop communications while scaling operations
- Solution: dual AI agent system powered by Telio integrated with:
- Dialpad, real-time SMS communications with customers
- PostgreSQL Database, customers, orders, and repair shops information
- Repair Manuals, proprietary documentation for EV models
- Google Docs, response templates and guidelines
- Help Center, public-facing FAQ and support content
- Results:
- 60% of customer SMS fully automated
- 40% of customer messages drafted for one-click review and send
- 2.85x faster median response time
- 100% of repair shop communications receive AI-generated drafts
- Same 9-person team of service advisors and technicians handles growing volume without additional headcount
About RepairWise
RepairWise is revolutionizing how electric vehicle owners get their cars serviced. The platform remotely diagnoses EV issues and provides instant online quotes, making repairs more transparent and convenient. RepairWise connects thousands of EV owners with a nationwide network of qualified repair shops across the United States.
The Challenge: Two Communication Channels, One Scaling Problem
As RepairWise expanded its network of customers and repair shop partners, the volume of daily communications became overwhelming for its lean team.
— James Castillo, Co-Founder & Head of Engineering
On the customer side: EV owners communicate via SMS through Dialpad, asking about diagnostics, scheduling, pricing, insurance, repair status, and general vehicle health questions.
On the shop side: auto mechanics use RepairWise's proprietary portal and messaging system for technical guidance, diagnostic assistance, parts logistics, software updates, and customer coordination.
As the business scaled, this structure wasn't sustainable without a fundamental change in how they handled communications.
The Solution: Two Specialized AI Agents Working in Parallel
RepairWise built two distinct AI agents using Telio, each tailored to its communication channel and audience. Rather than a one-size-fits-all approach, they created specialized agents that understand the unique context and integrate with the exact knowledge sources needed for that role.
Agent #1: The Service Advisor for Customer SMS
The first agent operates as a virtual service advisor, handling SMS conversations with EV owners through Dialpad's real-time integration.
How it works:
- Dialpad receives the SMS with Telio's real-time integration immediately capturing it
- Analyzes the inquiry to understand customer intent and categorize it
- Accesses comprehensive context about the customer and car history, help center articles, and response templates
- Generates review-ready drafts that service advisors can approve and send with one click
- Automatically performs actions for 60% of messages to update the order status and send a reply SMS
— James Castillo, Co-Founder & Head of Engineering
Agent #2: The Technical Expert for Mechanics
The second AI agent serves as a master technician, supporting the auto repair shop partners through RepairWise's messaging system and portal.
How it works:
- Monitors the proprietary messaging system for inquiries from repair shop mechanics
- The AI agent examines the technical question or issue
- It searches connected systems, including repair manuals for specific EV models and the order & customer database
- It generates a comprehensive draft with repair guidance, diagnostic steps, parts information, or customer communication suggestions
- A human technician reviews the draft and sends it with a single click
— James Castillo, Co-Founder & Head of Engineering
The Results: Scaling Support Without Scaling Staff
The impact of RepairWise's dual-agent system has been transformative for its operations.
- Volume handled: over 1,000 daily messages now flow through AI-assisted systems, with every single response, whether fully automated or drafted, generated by AI agents working alongside the human team.
- Automation rate: 60% of customer SMS messages are fully automated, while the remaining 40% benefit from AI-drafted responses that reduce human effort to "review and click send".
- Response speed: the 2.85x improvement in median response time means customers get answers faster, leading to higher satisfaction and reduced inquiry volume from follow-up questions.
- Technical accuracy: by connecting to proprietary repair manuals and order databases, the technical agent provides mechanics with accurate, model-specific guidance that previously required extensive research.
- Team efficiency: the same 9-person team continues handling increasing volume without burnout. They've shifted from being message responders to quality reviewers and complex problem solvers.
Why This Approach Works
RepairWise's success with AI-powered messaging automation demonstrates several key principles.
Specialized agents for specialized audiences. Rather than building one general-purpose agent, RepairWise created two agents optimized for their specific domains. The Service Advisor agent speaks the language of concerned EV owners, while the Technician agent communicates with the precision and depth mechanics require.
Human-in-the-loop for quality control. The 60/40 automation split for customer messages and 100% draft generation for technical communications ensures accuracy while maximizing efficiency. This hybrid approach delivers speed without sacrificing the personal touch.
Production-safe architecture. By aggregating all data into our scalable open-source BemiDB database with built-in replication, RepairWise eliminated any risk of AI queries impacting their core platform. The AI agents can securely retrieve all synchronized data across various knowledge sources with granular permissions and aggregated queries running up to 2000x faster than regular PostgreSQL, while significantly reducing LLM token consumption.
Looking Ahead: Revolutionizing Auto Repair
For RepairWise, AI-powered communication automation represents more than just efficiency gains. It's the foundation for ambitious growth plans in the rapidly expanding EV repair market and investment in making their existing team more effective.
As RepairWise continues expanding its network of repair shops, adding support for new EV models, and onboarding more customers, their support infrastructure scales automatically.
Ready to Scale Your Customer Communication with AI Agents?
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