CASE STUDY
TRANSFORMING WARRANTY SUPPORT WITH AI
24/7 coverage. Faster answers. Less pressure on the warranty team.
SEPTEMBER PERFORMANCE
689
Warranty calls answered
100%
Answered on the first ring
82%
Resolved end-to-end by AI
32.2
Hours of talk time handled by AI
THE CHALLENGE
A High-Volume Warranty Line Was Creating an Operational Bottleneck
Kumho Tire's warranty department manages a high volume of inbound calls from consumers, dealers, and service centers. The original project was designed around an average of approximately 2,000 warranty calls per month, creating an opportunity to reduce repetitive manual call handling while improving the customer and dealer experience.
PROGRAM OBJECTIVES
Reduce Human Intervention
The phone rings while an advisor is checking in a vehicle.
24/7 Availability
Ensure no call goes unanswered, including nights, weekends, and holidays.
Data-Driven Insights
Capture real-time analytics on common issues, claim trends, and caller sentiment.
Scalability
Build a foundation for future AI integrations across other Kumho departments.
THE SOLUTION
Meet Sarah — Kumho's AI Warranty Agent
Auto Shop Agents built and deployed a dedicated AI voice agent for Kumho's warranty department.
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Sarah is designed to handle the repetitive, high-volume work that consumes warranty team time — while knowing when a conversation needs a human.
24/7 AI Call Coverage
Answers warranty calls regardless of time of day, weekends, or holidays.
Warranty Knowledge
Provides answers based on Kumho's warranty terms and procedures.
Caller Guidance
Identifies the caller, understands the warranty question, and guides them toward the appropriate next step.
Intelligent Escalation
When a human is needed, the call arrives with the conversation already summarized.
Conversation Intelligence
Calls are captured and scored, creating visibility into what customers and dealers are actually asking.
SEPTEMBER PERFORMANCE HIGHLIGHTS
The Numbers Speak for Themselves.
689
Total Warranty Calls
689
Answered on the first ring
565
Handled completely by AI
82%
AI resolution rate
90
Calls received outside normal business hours
80/90
After-hours calls resolved without human intervention
416
Consumer calls
308
Consumers provided with a clear next step
37.5
Hours of total warranty talk time
32.2
Hours of talk time handled by AI
>3
Median call duration in minutes
100%
Warranty lookups returned terms
WHAT THIS MEANS FOR KUMHO
The AI Isn't Just Answering Calls. It's Changing How the Warranty Department Operates.
Always Available
90 calls came in outside normal business hours, and 80 were completely resolved without anyone on duty.
Less Interruption for the Team
Sarah independently handled 565 of 689 calls, allowing the human team to focus on more complex conversations.
Better Human Handoffs
The 124 calls that reached a human representative arrived with the conversation already summarized, reducing the need for callers to repeat information.
Clearer Customer Next Steps
Of 416 consumer calls, 308 ended with a specific next step — either the warranty email or a servicing dealer and phone number to schedule an inspection.
Reliable Warranty Information
Every warranty lookup during September returned terms, helping ensure callers received the information they needed.
THE RESULT
Sarah quickly became part of the warranty operation — not simply another technology implementation.
"Those are fantastic numbers, indeed! I for one could not be more pleased with how well Sarah is doing and how much of a difference she has made already.”
— Matt, Kumho Tire USA
POTENTIAL NEXT OPPORTUNITIES
Warranty Claim Submission Portal
AI vision-powered portal to streamline warranty claim submissions for dealers and distributors, simplifying documentation and accelerating the review process.
Dealer Locator Insights
Gain visibility into what happens after consumers select a dealer, including whether shops mention or recommend the brand, and convert inquiries into sales opportunities.
Dealer Support & Training
AI-powered knowledge, practice, and coaching tools to strengthen dealer product knowledge and improve customer conversations.
Enterprise Knowledge
Instant access to internal policies, procedures, and frequently asked questions.
WHAT COULD AI SOLVE
FOR YOUR BUSINESS?
Deep tire and automotive expertise
Custom development and integration
AI-powered capabilities when appropriate
Ongoing collaboration and support
Kumho started with warranty support. Your opportunity could be customer service, dealer support, sales, or something entirely different.