Kolio is AI for service calls: when a customer asks whether a repair is done, it reads the work order status from your service system via MCP and answers by phone, chat or email. It books the pickup itself in the Calendar; repair pricing goes to your technician as a task in the CRM, and it never guesses a status.
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Prepared by the Kolio team · updated
"Is my bike fixed yet?" Kolio reads the work order state at the moment of the question — received, in progress, waiting for a part, done — and the expected date if it is recorded. It never changes the state or guesses a date; with no date in the order it says the technician will call back and creates a task.
Once the repair is done, Kolio gives the opening hours for collection and offers a free slot from the Calendar — by service, location and staff availability. It books, sends an email confirmation and a reminder at 7:30 on the day; it also reschedules or cancels the pickup by phone.
Price-list items (battery replacement, minor service, diagnostics) come from the price list or knowledge base. Fault assessment, custom pricing and exceptions it never decides: it records the request, takes the contact, creates a task for the technician in the CRM and tells the customer who will call back and when.
Your service program offers an MCP server, or we build one at onboarding. Kolio reads the work order state, expected date and items and answers the customer itself. Only the tools you enable get through.
If you keep work orders in an ERP (Pantheon, Minimax, Vasco or another), the path is the same: an MCP server over the ERP's API, read-only, tool allowlist. More on the ERP & CRM page.
Prices, opening hours and procedure from the knowledge base; pickup slots in the Kolio Calendar; every question about repair status as a task for the technician with the transcript. Kolio does not know the status — and does not hide that from the customer.
| What the customer learns | Source | Who confirms |
|---|---|---|
| Whether the repair is done and its current state | work order in the service system via MCP | nobody — Kolio answers from the data; without a system, a task for the technician |
| Expected completion date | work order, if a date is recorded | nobody; without a date the technician calls back |
| When and where to collect | opening hours from the knowledge base + free slot in the Calendar | nobody — Kolio books the slot itself |
| Rescheduling or cancelling the pickup | Kolio Calendar | nobody — Kolio reschedules or cancels |
| Price-list items (minor service, battery replacement) | price list or knowledge base | nobody — Kolio quotes the price list |
| Fault assessment and custom price | description and contact in a task with the transcript | technician |
| Warranty, complaint, exception | conditions from the knowledge base; request in a task | technician or service manager |
| Changing the work order state in the system | — | your team; writing only with the "allow changes" policy |
Work order state, expected date, items and notes the system returns through the enabled tools — at the moment of the question, with no caching.
A pricing question, extra repair, complaint or cancellation goes into the CRM with an assignee, due date and transcript; your team updates the order in the system itself.
It does not change the order state or close the order. Writing to the system goes through only with the "allow changes" policy, an enabled tool and the customer's confirmation.
AI for service calls is an agent that tells a repair shop's customers the repair status from the work order by phone, chat and email, books the pickup itself and hands repair pricing questions to the technician as a task. Kolio reads the work order through an MCP integration with the service system; without a system it takes the call, creates the task and books the pickup, but never guesses the status.
In Settings → MCP sources add a server: name (e.g. Service program), https:// address and authentication (none, Bearer token or custom header). The credential is stored encrypted. The policy stays "read-only". If no server exists for your program yet, we build one at onboarding.
Click "Test connection" — Kolio reads the tool list and shows for each whether it reads or changes data. Enable only what the agent needs: work order state, expected date, items.
In the Calendar create a "Pickup" service with duration and technicians; in the instructions describe how the agent should identify the customer and what it hands to the technician; add the price list and opening hours to the knowledge base. Then ask "is it repaired yet?" in the simulator and check the answer.
Kolio works in a repair shop without a service system too: it takes the call, books the pickup in its own Calendar, quotes prices and opening hours from the knowledge base and records any question about repair status as a task for the technician with the transcript. Without a system it does not know the repair status and never guesses it; it does not read Excel spreadsheets live — a price list from one can be uploaded to the knowledge base.
Kolio does not notify the customer automatically when the technician closes the work order in the system — it gives the status when the customer calls, writes or asks in chat. What it does send on its own is the confirmation and reminder for the pickup slot it booked (an email at 7:30 on the day, in the company's time zone).
Kolio connects to a service program or ERP as an MCP client through an MCP server for your system; it has no plugins for individual programs. When such a server already exists you enter its address; otherwise we build one at onboarding over the system's API — as part of a dedicated Kolio or a consultation.
Kolio quotes price-list items such as a minor service, battery replacement or diagnostics from the price list or knowledge base. It never sets a fault assessment or custom price: it records the description and contact in a task for the technician and tells the customer who will call back and when.
By default Kolio does not change the work order state or close orders: the integration policy is read-only and changes are recorded as a task for your team. Writing to the system becomes possible only when the company switches the policy to "allow changes" and explicitly enables the tool; even then the agent asks the customer to confirm before writing.
If the system does not answer within 4 seconds during a call (10 seconds in chat and email), Kolio tells the customer it cannot confirm the status right now and creates a task for the technician; it does not retry the call. After three consecutive outages the integration is paused for 5 minutes and the agent works from the knowledge base.
Create a "Pickup" service in the Calendar, upload your price list to the knowledge base and connect your service system via MCP. No credit card.
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