Numa

Tool Introduction

Numa is an AI customer management system provided by NumberAI, Inc. for automobile dealerships; it is designed to handle calls, messages, and appointments during peak times as well as outside regular business hours. It integrates voice AI, a unified inbox, workflow tools, and real-time customer experience monitoring with the dealerships’ existing DMS, CRM, and scheduling systems.

At present, Numa is clearly focused on automotive retail and is not a general-purpose personal voice assistant. It is more suitable for franchise dealers with fixed service processes, high volumes of calls, and a need for system integration, as well as multi-store chains.

Main functions

Voice AI phone reception

Voice AI can identify the purpose of an incoming call and, by using information from the DMS such as vehicle details, service history, repair orders, and available appointment times, answer questions. Requests that can be resolved automatically are handled directly, while calls that require human judgment are forwarded to the appropriate staff member along with the relevant context.

• Answer calls that come in during business hours as well as outside of those hours.
• Check real-time schedules and create, confirm, or reschedule service appointments.
• It provides information such as the repair progress that is consistent with existing records.
• Record, transcribe, and analyze calls to help managers assess service quality.

Smart Inbox: Unified communication

Smart Inbox combines calls, text messages, emails, and web chats under a single customer record, eliminating the need for employees to search through multiple tools in order to find past interactions. AI can handle common questions, generate responses, and assign conversations that require attention to appropriate consultants.

• It can automatically initiate a two-way text message conversation after a missed call.
• Maintain communications with the same customer from different channels within a continuous thread.
• Synchronize call summaries, transcriptions, and recommendations for next steps to the business system.
• Reduce redundant manual communication through confirmation, reminders, status notifications, and follow-ups.

Appointments and customer follow-up

Numa retrieves the available resources from DMS or scheduling tools, determines the appropriate times based on the type of service, the availability of consultants, and the capacity of the workshops, and writes the confirmation results back to the original system. After a reservation is made, it is possible to set up reminders, reschedule appointments, update the status of visits, and keep track of unfinished tasks.

• It supports scheduling after-sales maintenance and repairs, as well as handling sales inquiries and test drive appointments.
• It can identify opportunities where the customer has not visited the store, has refused repairs, or no deal has been finalized, and initiate follow-up contacts.
• The existing scheduling system is still responsible for the core data, while Numa primarily handles customer communication and the automatic execution aspects.

LiveCSI and operational insights

LiveCSI analyzes the emotions and service-related risks present in calls and messages, identifying situations that need to be addressed before customers leave the store or submit a survey. Managers can also view the response times of various stores, the way conversations are handled, as well as the performance of employees.

• Provide real-time alerts and upgrades for high-risk sessions.
• Identify training issues and signs of customer churn from sales and service conversations.
• Provides a relatively unified operational view for multi-store groups.

Implementation and usage process

1. Confirm with the Numa team the number of stores, volume of calls, business departments, existing DMS, CRM, and scheduling tools.
2. Determine which calls and messages should be handled by AI and which cases require human intervention, and prepare the business rules and service guidelines.
3. Complete phone routing, DMS read/write operations, CRM synchronization, and employee account configuration, then conduct permission and data checks.
4. Test responses, write-backs, and abnormal paths using real appointment, maintenance status, complaint, and transfer scenarios.
5. Training consultants and managers use a unified inbox, mobile apps, risk alerts, and manual intervention.
6. It is launched in phases, with continuous evaluation of the accuracy of transcription, the quality of appointments, customer complaints, and any unreasonable automated actions.

Channels and platforms

Suitable for users and scenarios

• Automobile dealers who fail to respond to scheduled appointments due to high call volumes, off-hours, or a shortage of staff.
• Stores that need to establish communication and coordination with customers regarding systems such as CDK, Reynolds, Tekion, Dealertrack, Xtime, etc.
• Hope to unify multi-department teams for after-sales consultants, BDC, and sales message records.
• Group managers who need to assess customer experience risks and performance across multiple stores.
• Ordinary small businesses that merely need a simple personal phone assistant or do not have any business systems related to vehicles are generally not their target audience.

Price and procurement methods

Numa does not disclose any standard names for its packages, monthly fees, usage limits, or rules regarding free trials; at present, the ways to place orders are through scheduled demonstrations or custom orders. The contract may include monthly recurring fees, usage charges, one-time fees, taxes, and other additional costs.

The service is usually provided on a monthly basis, though companies may agree to a longer term in their orders. Before making a purchase, it is necessary to request a quote that specifies the number of locations, the usage volume for calls and messages, the AI modules, integration with DMS and CRM systems, mobile accounts, implementation training, support services, as well as the rules regarding excess usage.

Product advantages

• Designed for automobile dealers, it allows them to carry out specific tasks using repair orders, vehicle history data, and actual scheduling information.
• Voice calls, text messages, emails, and web chats share customer records, reducing repeated inquiries across different channels.
• It goes beyond simply answering calls and making transfers; it also includes scheduling replies, sending reminders, providing status updates, and taking action to recover the situation.
• Web and mobile versions are available, allowing consultants to take over sessions that AI cannot handle from different locations.

Restrictions and compliance considerations

• Recording, transcription, automated calls, and text messages have different requirements regarding notification and consent in various regions; companies must establish their own compliance processes.
• Speech recognition, transcription, and AI-generated outputs may be incomplete or inaccurate; maintenance, security, payment, and complaint matters must be reviewed manually.
• The system relies on the data quality and availability of DMS, CRM, scheduling, and telephone services; disruptions from third parties can affect the results.
• The so-called reasonable volume is determined by the service provider; abnormally high message volumes may be subject to restrictions imposed by the order terms or service conditions.
• The deployment should always provide a clear path for manual transfer, and customers should be informed when they are interacting with an automated system.

Privacy, Data, and Service Termination

Numa handles corporate accounts, customer contact information, messages, recordings, transcriptions, as well as data related to vehicles and service processes; it may also allow support staff to access these accounts for operational and assistance purposes. The terms specify that AI technology can be used to improve services, and in cases involving sensitive customer data, the specific scope must be defined in the order and data agreements.

• Companies need to verify that they have the right to transfer customer data from DMS, CRM, or scheduling services to Numa.
• According to the app store disclosures, mobile devices may collect contact information, content, identifiers, usage data, and diagnostic data related to a user’s identity.
• After a car-related plan is terminated, a copy of the account details can usually be requested within a one-year retention period; other data may remain stored due to legal requirements and dispute resolution processes.
• Upon termination, it is necessary to arrange for phone routing, number redirection, system disconnection, and data export, in order to prevent interruptions in customer communication.

APIs, SDKs, and open-source status

Numa connects to various DMS, CRM, and scheduling systems via bidirectional interfaces; however, no general APIs, SDKs, or developer documentation available for public use have been found yet. When enterprises need to carry out custom integrations, they must clarify the interfaces, authentication methods, data fields, and responsibility aspects during the procurement and technical evaluation phases.

This product is a proprietary commercial service; no version of it, whether the main application or the mobile client, is available under an open-source license. The fact that it can be integrated with existing systems does not mean that the Numa platform is open source, nor does it imply that customers can deploy it on their own.

Frequently Asked Questions

Can Numa replace the dealer’s DMS?

It cannot be simply regarded as a substitute; it connects to the DMS and is used for reading and writing data such as appointments, customer information, and maintenance status. The DMS remains responsible for storing the core business data, while Numa handles cross-channel communication, automated actions, and operational insights.

Do customers need to install the Numa application?

It is usually not necessary; customers can still contact the store via phone, text message, email, or web chat. The mobile app is primarily used by dealership staff to view, respond to, and manage conversations.

Is there a public price for Numa?

At present, there is no unified public price that can be verified; it is necessary to schedule a demonstration in order to obtain a customized quote. The quote should take into account fixed costs, usage-based fees, integration, implementation, support, as well as the conditions for early termination.