Map the request to the operations your shop books, read the roster, the bays, the parts and the loaners, then hold a slot — the promised time stays with your service advisor.
Take the request from the phone line, the web scheduler, the OEM app or a reply to a recall letter.
02
Read the VIN, its open campaigns, its declined work and what the vehicle was last in for.
Reason
03
Match the request to the operations your shop books it under, and the skill level each of those needs.
04
Read the grid as it stands — rostered technicians and certifications, bays, hoists and calibration space.
05
Check the parts the job would need against the shelf, the loaner list and what can arrive before the vehicle.
Decide
06
Offer only slots the shop can staff, equip and part, and say what is missing when none of them work.
07
Hold the request for a person when it needs a certification, a part or a loaner that is not there.
Out
08
Put a held slot in front of the advisor with the constraint behind it, and the promise left unmade.
09
Retain what was offered, what was held, who confirmed it, and what the shop did with the day.
→Product statement
The agent maps, checks capacity and holds. The promised time, the price, the fault and the repair stay with your service advisor and your technicians.
Example workflow
One service request, end to end
AgentHuman
1Request receivedPhone line, web scheduler, OEM app, a recall-letter reply or a declined-work follow-up
2Vehicle and history matchedOne VIN, its open campaigns, its declined work and what it was last in for
3Work mapped to operationsThe operations your shop books this request under, and the skill level each one needs
4Capacity readRostered technicians and certifications, bay and equipment, parts on hand, loaners and transport
No human action required
Stages 1 to 4 run without a person in the loop — matching, mapping and the capacity read all finish before an advisor is asked to confirm anything, and nothing has been promised yet.
5DecisionSplits on whether the shop can staff, equip and part the job that day
Staffed, equipped and parted
Reaches the advisor as a slot to confirm.
A certification, part or loaner short
Goes to the advisor with the gap named.
Service advisor or shop foreman
Reads the hold, the constraint behind it and what the shop would have to move, then sets the time the customer is given under their own name.
Confirm · Move · Call the customer
Confirmed — written back▼
6Slot held against the gridWritten to the schedule as a hold; the promised time is not set at this stage
7Outcome evaluatedHolds kept, jobs moved, days the shop could not work what was booked, by cohort
Moves
Every hold an advisor moves or drops is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Quoting a price, a repair time or a fee.
Naming the fault behind the customer's description.
Promising the vehicle will be ready by a time.
Booking work no rostered technician is certified for.
Automation boundaryAgent acts unaided
✓Map the request to the operations your shop books.
✓Read the roster, certifications, bays and equipment.
✓Check parts on hand and the loaner list before a slot is offered.
✓Hold a slot, and give it back when the constraint does not clear.
A slot is held, not promised. The advisor sets the time the customer is given, and any figure comes from a person.
Telling a customer the vehicle is safe to drive.
Overbooking a day past the capacity a person set.
Committing the last loaner, rental or mobile visit.
Changing the capacity model or the skills matrix.
Example output
One held slot, annotated
Everything the agent holds is attached to the request and the capacity read behind it.
Scheduling output · one held slotIllustrative example
Customer said
Channel
Matched to
Slot
Confidence
Ready time
Grinding at the front when I brake
Web scheduler, evening
One VIN, one owner
Held — advisor to confirm
88%
Not set by the agent
As receivedThe customer's own words and the channel they arrived on — the agent does not turn them into a fault.
Evidence usedOperations this shop booksCertified technician rosteredPads and rotors on hand
Why nothing is promisedA grinding noise is not yet a brake job, and the time it takes is the technician's to find.
ActionConfirmMoveCall the customer
What the score decidesConfidence decides how hard the advisor re-checks the mapping, not the time given.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every service requestPhone, web scheduler, OEM app or recall reply
03Capacity & hold
Book the shop you actually have
Use the roster, the certifications, the bays and equipment, the parts on the shelf and the loaner list as they stand today.
01Approved path
Fewer bookings the shop cannot work
A slot is offered only where a certified technician, the bay the job needs and the parts are all there on that day.
02Human review
The shortfall shows up early
A missing certification, a part on back-order or the last loaner already out reaches the advisor while the booking can still change.
04Build an evidence trail
Retain the request, the operations mapped, the capacity read, the hold, the advisor's confirmation and what the shop did with the day.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Some jobs are booked against capacity the shop barely has
A noise nobody can name yet, a high-voltage job only two technicians may touch, and a calibration that needs the one bay with the space — that is where the grid and the day part company. Nestack reports quality by slice, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Vague symptom descriptions
6.9%
3.7×
Review
EV high-voltage bookings
4.6%
2.5×
Review
ADAS calibration after repair
3.5%
1.9×
Watch
Routine oil-service bookings
1.5%
0.8×
Normal
Bar: re-booked-or-overrun rate lift vs. routine oil-service baseline · scale 0–4.0× · tick at 2.0×2 of 4 slices over threshold
Evidence-linked improvement
A broken promise is a capacity number, not an apology
A job that ran past its promised time is not closed by calling the customer back. It moves the operation mapping, the skill match or the hours the grid sells.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Moved holds, overruns or same-day re-books rise in a cohort.
02Diagnose
Separated into the request read, the operations mapped, the skill match, the parts hold and the grid itself.
03Improve
The mapping, the skills matrix or the hours the grid sells is re-approved by your service manager and version-linked.
04Verify
Replayed against real weeks in your own grid, including the days the shop lost.
05Learn
The lost day is replayed on every later release, and the constraint it exposed is written into the booking rules.
Learn → DetectThe return edge. The next request is booked against a grid that already knows which jobs this shop has been unable to hold.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, mapping and capacity, holds and consent, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Workflow discovery and automation-boundary definition.
02Scheduler, DMS and roster access assessment.
03Operation mapping from customer language.
04Skills matrix and certification rules.
05Bay, hoist and equipment constraints.
06Parts-on-hand and special-order checks.
07Loaner, rental and transport availability.
08Capacity model and hold-and-release rules.
09Contact channel, consent and quiet-hours checks.
10Evaluation suite and certification-recall testing.
11Advisor confirmation and schedule write-back.
12Observability, deployment and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne rooftop, one laneProductionLive grid, live holdsAdvancedMulti-rooftop / group
Introduced at Pilot
Operation mapping and slot proposals✓✓✓
Skill and certification gate✓✓✓
An advisor sets every promised time✓✓✓
Consent and contact-channel checks✓✓✓
Baseline evaluation✓✓✓
Bay, equipment, parts and loaner constraints✓✓✓
Introduced at Production
Grid utilisation and overrun reporting—✓✓
Schedule write-back and advisor handoff—✓✓
Observability and evaluation—✓✓
Introduced at Advanced
Mobile service and multi-lane capacity——✓
Multi-rooftop and group controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on rooftops, scheduler and DMS integrations, appointment volume, roster and capacity complexity, loaner systems and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01The words your customers use, and the operations you book them under→Operation mapping from customer languageWeek 1
02Read access to your scheduler, DMS and technician roster→Scheduler, DMS and roster access assessmentWeek 2
03Who may work what, and which certifications you hold today→Skills matrix and certification rulesWeek 2
04Your bays, hoists and calibration space, and the loaner fleet→Equipment constraints, then loaner and transport availabilityWeek 3
05The channels a customer will take a booking confirmation on→Contact channel, consent and quiet-hours checksWeek 4
06Days the shop could not work what was booked, and what happened→Evaluation suite, regression cases and failure-mode testingWeek 4
07Named advisors and a shop foreman to confirm what the agent holds→Advisor confirmation workflow, then supervised booking and validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Phases are drawn over the weeks they actually occupy. Nothing is held against your live grid until week 5, after the certification tests.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Automation boundary, and the operations your shop books each request underW2Scheduler, DMS and roster access, and the skills matrix behind itW3Bay, equipment, parts and loaner constraints, then the capacity modelW4Evaluation suite, certification-recall testing and consent checksW5Schedule write-back, slice testing and the first confirmed holdsW6Advisors book from live holds, then Agent Care starts
Reading the bandWeeks 2 and 3 fix the roster, the bays and the parts before week 4 tests them. A slot the shop cannot staff is the thing being tested for.
At the end of W6Your advisors have confirmed live slots through a full week of the shop's own mix, and every promised time was theirs to set.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Automotive AI agent
Build a scheduling agent around the shop you actually have.
Show us a month of service appointments — the grid they were booked into, the technicians rostered, the parts on the shelf and the days that fell over. We'll re-book that month against your real capacity and mark every appointment your shop was never going to be able to work.
