AutoChat is embarking on the phased rollout of its Nova AI tool designed to improve online appointment booking across workshop, showroom, and test drive scheduling, replacing traditional chatbot-style appointment flows with a more flexible and intuitive experience.
The introduction of Nova AI marks the next step by AutoChat which has specialised in AI in automotive retail since 2019, to help dealerships reduce inbound calls and improve digital engagement.
While AutoChat’s existing AI-powered appointment booking system has already helped many dealers automate scheduling, there have always been industry-wide challenges with traditional online booking tools within DMS providers, workshop planning systems, or standalone chat solutions.
Customers often struggle to choose the correct service, such as distinguishing between a minor and major service or determining the appropriate selection based on mileage, want to ask questions mid-booking, which standard systems do not accommodate or describe a vehicle issue in their own words rather than selecting a predefined service category.
These factors often lead customers to abandon online booking and call the dealership instead, placing additional pressure on service advisers and front desk staff.
With Nova AI, AutoChat is introducing Large Language Model (LLM) technology into appointment scheduling to create a more natural, back-and-forth interaction.
Unlike rigid forms or structured chatbots, Nova AI can guide customers dynamically through the booking process, adapting based on responses; answer questions in real-time, including those about service differences, pricing, and availability; handle all types of dealership appointments, including workshop visits, showroom consultations, and test drives.
It cal also be integrated within dealership systems, ensuring real-time scheduling availability.
By reducing these friction points that causes customers to drop off, AutoChat believes Nova AI enables more completed online bookings and fewer phone calls to the dealership.
Rather than launching as a single large-scale change, Nova AI will be introduced step by step across AutoChat’s existing customer base, ensuring that each dealership benefits from a smooth transition and optimal performance.
“We’ve built Nova AI to enhance – not replace – what already works,” said Maarten Bekkers, founder and CEO of AutoChat.
“We’ve learned a lot from real-world dealership data and user behaviour. With Nova AI, we’re making appointment scheduling even more intuitive, helping customers complete their bookings without unnecessary friction.”
Initially, Nova AI will power website-based appointment booking, although AutoChat is already working on expanding its functionality to WhatsApp and, eventually, voice-based interactions in its bid to deliver a fully integrated digital assistant for dealerships, reducing operational workload while improving customer experience.