Toma

Product Introduction

1. Definition: Toma is a specialized Voice AI agent platform for automotive dealerships, classified under conversational AI and call center automation. It uses natural language processing (NLP) and dealer-specific machine learning models to handle customer interactions.
2. Core Value Proposition: Toma exists to eliminate missed calls, automate service scheduling, and protect dealership revenue by deploying custom AI agents that improve Customer Satisfaction Index (CSI) scores while reducing operational costs.

Main Features

1. Inbound Automation: Toma’s AI resolves inbound requests in real-time using proprietary NLP engines trained on automotive terminology. It books appointments, qualifies sales leads, and routes complex queries to human staff via API integrations with dealership CRMs and DMS (Dealer Management Systems).
2. Service Scheduling Integration: Directly syncs with dealership schedulers (e.g., CDK, Reynolds) to auto-book appointments. Uses real-time inventory checks and OEM service guidelines to recommend maintenance, reducing advisor workload by 43+ hours/month.
3. Transfer Clawback & Triggers: AI detects nuanced customer intent via sentiment analysis. If a call requires human intervention (e.g., complex complaints), it transfers to staff. Unanswered transfers trigger "clawback" – Toma re-engages the customer via SMS or callback.
4. Unified Inbox Dashboard: Aggregates call transcripts, SMS, and customer metadata into a single hub. Uses AI tagging to flag urgent issues, assign follow-ups, and track interaction outcomes with sentiment scoring.
5. Dropped Call SMS: Instantly sends SMS after call disconnections using Twilio API integration, recapturing 18%+ of missed opportunities.

Problems Solved

1. Pain Point: Dealerships lose revenue from unanswered calls, no-shows, and inefficient call routing. Toma solves this with 24/7 AI call handling, automated reminders, and clawback protocols.
2. Target Audience:
   • Service Managers (e.g., Fixed Ops Directors)
   • BDC (Business Development Center) teams
   • General Managers of franchise dealerships
   • Dealer groups managing high-volume call centers
3. Use Cases:
   • Recall Campaigns: Toma handles 500%+ call surges during OEM recalls without hiring temp staff.
   • Service Bay Optimization: Automated reminders reduce no-shows by 22%, maximizing bay utilization.
   • Lead Recovery: Dropped call SMS converts 30% of missed inquiries into booked appointments.

Unique Advantages

1. Differentiation: Unlike generic AI tools (e.g., Dialogflow), Toma uses dealer-trained models with OEM-specific protocols, DMS integrations, and automotive compliance safeguards (e.g., TCPA). Competitors lack industry-tailored transfer clawback or revenue-protection features.
2. Key Innovation: The ART framework (Adoption, Resolution, Tailor) creates "one-size-fits-one" AI agents. Ultra-low latency (<800ms response time) and custom voice personas mimic top dealership employees, while real-time DMS syncs enable actual task resolution (not just triage).

Frequently Asked Questions (FAQ)

1. How does Toma integrate with dealership systems?
   Toma connects via APIs to major DMS (CDK, Reynolds), CRMs, and service schedulers for real-time data sync, appointment booking, and customer record updates.
2. Can Toma handle multilingual calls?
   Yes, Toma’s NLP supports English and Spanish, with auto-detection for language switching during calls.
3. What’s the ROI of implementing Toma?
   Dealerships report 40% BDC workload reduction, 56+ hours/week saved, and $30k–$3M incremental service revenue from recaptured appointments.
4. How does Toma ensure data security?
   SOC 2-compliant encryption, role-based access controls, and anonymized call transcripts meet automotive data privacy standards (e.g., GDPR, CCPA).
5. Does Toma replace human staff?
   No – it automates routine tasks (e.g., scheduling), freeing staff for complex sales/service scenarios. Transfer triggers ensure seamless human escalation.