Nord-Ostsee Automobile offers more service and less waiting with Voice AI

Nord-Ostsee Automobile is one of the largest Mercedes-Benz automotive retail groups in Germany. With over 1,800 employees across 38 locations in Hamburg, Schleswig-Holstein, Brandenburg, and the Hanover region, the company offers a comprehensive portfolio of sales, service, and mobility solutions for Mercedes-Benz, AMG, Aston Martin, Hyundai, Hymer, smart, and Iveco. 

Challenge

Within the automotive retail sector, seasonal events like the biannual tire-change season lead to a significant increase in call volume. During these moments, large quantities of customers want to simultaneously schedule appointments, ask clarifying questions, and report last-minute changes. While dealerships typically rely on external service providers to help them during these peak periods, external providers lack direct access to internal systems. So, they record requests manually and then forward them to dealerships, a time-consuming process prone to communication gaps and compromised service quality. 

Solution

Nord-Ostsee Automobile deployed Parloa’s AI voice agent to automatically process incoming calls, respond empathetically to customers, and improve overall service quality. During the call, customers receive a summary of their request, which they can confirm via voice or text message. Company employees then receive the case via email and seamlessly process the request.

Why Parloa?

Parloa’s implementation partner MUUUH!, who led the deployment of Parloa’s AI agent at Nord-Ostee Automobile, carries deep industry understanding of what successful digital transformation within the automotive retail sector requires.

“Parloa is THE platform for AI voice agents worldwide. Our industry solution for the German automotive retail sector enables the use of this enterprise platform for standardized use cases. At the same time, Parloa ensures that companies remain state-of-the-art in the long term, as the platform can flexibly adapt to implement highly specific use cases for large retail groups.” 

Ben Ellermann, Managing Partner and CEO of MUUUH!

Because Parloa’s AI Agent Management Platform (AMP) is designed to map any automatable dialogue across phone, chat, and messaging channels, Nord-Ostsee Automobile benefits not only from an innovative entry point but also from a platform that can grow alongside its requirements. New use cases can be flexibly added and strategically scaled, a competitive advantage in a digitalizing market.

What’s next?

Currently, Nord-Ostsee Automobile’s AI voice agent captures inquiries and automatically forwards them via email to the relevant teams. The next step is to integrate the agent with a central ticketing system to achieve further efficiency gains and ensure seamless workflows. 

“By deploying the AI Voice Agent, we are sending a clear signal: We want to rethink service—digitally, efficiently, and with a human touch. We are proud to be among the pioneers in the industry.”

Patrik Pietryga, Head of After-Sales at Nord-Ostsee Automobile