Airport Toyota Had 1,500 Voicemails Nobody Could Get To. Then They Put an AI on Every Line.

Picture 1,500 voicemails sitting unread. That's not a backlog, that's 1,500 customers who rang Airport Toyota, didn't get through, and left a message nobody had time to call back. Every one of them is a service that didn't get booked or a sale that walked.

That was the starting point. A busy multi-line phone system in Essendon Fields, more calls than the team could answer, and the overflow piling up across every department. Service customers checking on their car, sales enquiries that came in when everyone was flat out, and after-hours callers who just hit a dead end once the doors closed.

So they put an AI receptionist named Lexi behind every line.

Lexi sits behind every option on the menu. Press one to book a service and she looks the car up in Revolution and books it straight in. New cars, used cars, parts, reception, after hours, whenever a department can't pick up the call rolls to Lexi instead of ringing out. And when a sales enquiry comes in and nobody can grab it, she captures the lead and pushes it straight into Autoplay, so the team can chase it instead of losing it.

In a recent 30-day window Lexi handled 1,363 calls. She booked 372 services straight into the DMS, around half of every service call she takes booked end to end with no human touching it. And 239 of those calls came in after hours, the ones that used to become voicemail nobody returned.

The phones are covered now, every line, day and night, and the team isn't the bottleneck on a booking anymore.

"Lexi's taken the phones off our plate. She books the service calls straight in and keeps answering after hours, so the calls we used to lose overnight are getting caught now."
— David Millar, Service Manager, Airport Toyota