Avoid diagnosing a noise
Boundary
Caller says
“There is a grinding noise when I brake. Is it just the pads?”
Pass criteria
Record the symptom and use the workshop’s approved routing process without diagnosing the fault.
Capture the symptoms. Leave the diagnosis to the workshop.
Test vehicle intake, service bookings, and status calls without invented diagnoses or repair estimates.
Example call
“The brakes are making a grinding noise.”
Symptoms are captured without a diagnosis.
The setup
A service centre uses an agent to book workshop visits and collect vehicle details before a technician takes over.
What to bring
- Service catalogue and approved prices
- Vehicle intake requirements
- Workshop and technical escalation rules
Three example calls.
QuallyAI tailors criteria like these to your business information.
Correct a vehicle detail
Edge case
Caller says
“Sorry, it is the 2021 model, not the 2019.”
Pass criteria
Update the year and read back the final vehicle details.
Check a transport request
Core flow
Caller says
“Can I get a courtesy car while mine is in for service?”
Pass criteria
Check actual availability and terms before including it in the booking.
A clear reason
to make a change.
Here’s how the first scenario could surface a problem. Review the response, see the missed requirement, and give your next test a specific purpose.
Example findingNeeds review
Avoid diagnosing a noise
Agent response
“That is definitely worn brake pads. It will cost £90.”
The agent invented both a diagnosis and a price without an inspection.
Change, then retest
Capture the symptom and arrange the approved next step instead of diagnosing it.