Executive Summary
Kiparissis – The King of Parts, one of Greece’s largest automotive parts companies, used Voice Logica to automate initial telephone contact and collect the information its sales team needs, using an AI Voice Agent for lead qualification.
The specialized AI Voice Agent, Athena, identifies the caller’s request, adapts its questions to the required part and sends a structured report to the team. The salesperson can then prepare the parts search and call the customer back with the necessary information already available.
Since going live, the Agent has handled 49,535 phone calls, with 97.9% of conversations completed without human intervention during the call.
The Challenge
In the used auto parts market, effective customer service starts with accurately recording the request. Before searching for a part or preparing a quote, the salesperson needs specific details about the vehicle and component.
Kiparissis handles a high volume of telephone requests for body parts, mechanical parts, vehicle sales and support issues. Collecting information took time from the team, while simultaneous calls created a risk of sales enquiries going unanswered.
Different Information for Each Part
The vehicle’s make, model and year are essential details for the search. Depending on the part, additional information may be needed, such as the side of the vehicle, engine displacement, fuel type or engine number.
The challenge was to consistently collect the right details without keeping salespeople occupied with initial information gathering.
The Solution
Voice Logica designed Athena, an AI Voice Agent tailored to identifying and preparing Kiparissis customer requests.
Immediate Response to Calls
Athena provides AI phone customer service and handles simultaneous inbound calls, supporting customers even when the sales team is busy.
Questions Adapted to the Request
The Agent identifies the request category and adapts the conversation. For body parts, it collects the relevant details. For mechanical components, it asks for additional technical information, such as engine displacement, fuel type and engine number.
Structured Request Capture for the Sales Team
Contact details, vehicle specifications and the requested part are organized into a report. The team receives a documented request containing the information collected by the Agent.
Preparing the Callback
The salesperson knows what the customer is looking for in advance and can prepare the next steps before contacting them.
How It Works in Practice
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1. Request identification
Athena determines whether the call concerns a part, a vehicle sale or another topic.
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2. Information collection
It asks for the details required for the specific category and records the caller’s contact information.
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3. Report delivery
Once the conversation ends, a structured report is generated and sent to the sales team.
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4. Salesperson follow-up
The representative uses the report to search for the part and call the customer back.
Beyond Initial Request Capture
The value of the implementation lies in connecting telephone communication with the sales process through the Voice Logica AI Voice platform.
Parts requests reach the team in an organized format, allowing salespeople to start with a clear understanding of the customer’s needs.
Athena collects and organizes the information. Availability checks, quotes and completion of the sale remain with the Kiparissis team.
Business Impact
49,535
Total calls handled by the Agent
97.9%
Calls completed without human intervention during the conversation
2.1%
Calls transferred to a human during the conversation
77.4%
Parts requests as a share of categorized calls
85 hours
Conversation time in the first three weeks of operation
The 97.9% figure reflects autonomous completion of the telephone conversation with the Agent. The sales team continues the commercial handling of the recorded request.
What Callers Ask For
Conversation categorization reveals the breakdown of inbound requests:
| Category | Percentage |
|---|---|
| Parts requests | 77.4% |
| Direct request for a representative | 9.6% |
| Other topics | 11.6% |
| Vehicle sales | 1.3% |
These findings help Kiparissis understand demand and organize its team around callers’ most common needs.
Operational Benefits
More Time for Sales Activities
Automating initial information collection allows salespeople to focus on finding parts, preparing quotes and communicating with customers.
Consistent Request Capture and Better-organized Callbacks
Adapting questions to each category supports the collection of relevant information. Structured reports give the team a clear picture of each request before calling the customer back.
Support During Periods of Increased Workload
Handling simultaneous calls reduces the dependence of the initial response on salespeople’s immediate availability and lowers the risk of missed sales enquiries.
Conclusion
With 49,535 calls handled and 97.9% autonomous conversation completion, Kiparissis used the Voice Logica AI Voice Agent as the first stage of its sales process.
Athena collects and organizes the details needed before searching for a part. The sales team can then continue serving the customer with a clear understanding of the request already in place.