Service Pre-Diag AI Overview: Smarter Service Conversations Before Check-In

When a customer schedules an appointment, Service Pre-Diag intelligently reaches out with a quick questionnaire by text or email, depending on how your dealership has set it up.

It asks intelligent, vehicle-specific questions such as “What sound are you hearing?” and “Have you noticed any recent warning lights?” It then builds a clear, structured summary that your team can review before the car even arrives.

The result: faster diagnosis, fewer comebacks, happier customers.

🧠 What Is Service Pre-Diag?

Service Pre-Diag is myKaarma’s AI-powered pre-diagnostic tool that helps dealerships capture customer concerns before the vehicle arrives.

Instead of vague “check engine” complaints, your team gets a detailed AI summary — including photos, videos, and transcripts — right inside myKaarma.

This pre-arrival data transforms how your team diagnoses and services vehicles:

• Technicians start smarter: Clear, symptom-based summaries.
• Advisors stay informed: Additional customer requests flagged automatically.
• BDC teams gain efficiency: Faster & clearer appointment write-ups.

🚀 Why It Matters

📝 What Does a Pre-Diag Look Like?

When the customer completes their Pre-Diag, you’ll see:

• Pre-Diag Status: Whether the customer has completed the survey.
• Uploaded Media: Photos or videos the customer submitted.
• AI Chat Summary: A technician-friendly summary of issues. 
• Full Chat Transcript: The entire conversation for full context. 
• Escalations: AI-flagged “Needs Review” items — unlisted concerns or customer requests.

You can always click “Resend Pre-Diag” to prompt the customer to complete it again. They’ll pick up where they left off, and the summary will automatically update.

🚩 Escalations: Stay Ahead of Customer Needs

The AI automatically highlights unlisted concerns or special requests.

Types of escalations:

• Vehicle Concerns: Issues mentioned by customers but not yet added to the RO.
• Special Requests: Customer needs like “I need to leave by 2 PM.”

Mark these as Reviewed to clear your queue and keep your workflow tidy.

📅 Accessing the Pre-Diag in the Appointments Dashboard (New Look Only)

1️⃣ Ledger View

• Ensure the Pre-Diag column is added by selecting “Edit Table View” in the Appointments Dashboard.
• Once added, the column displays the Pre-Diag status for each appointment.

2️⃣ Calendar View

• Hover over any appointment to view the Pre-Diag status.
• You can also “Filter” appointments by “Pre-Diag Status.” 

3️⃣ In an Opened Appointment

• See Pre-Diag details right in the appointment header.
• Includes transcript, media, and any escalations. 

🔧 Accessing the Pre-Diag in Inspect (ServiceCart)

Technicians and Advisors can view Pre-Diag details in Inspect.

1️⃣ Knowing Pre-Diag Status on the Route Sheet

• A Pre-Diag icon appears in the Attachments column of the Route Sheet when the customer has completed the Pre-Diag.

2️⃣ Viewing the Pre-Diag Summary in an Inspection

• Open any inspection to view all Pre-Diag details.

• Click View Summary to see the Pre-Diag summary, transcript, or customer media.
• AI-generated summaries appear side by side with full transcripts for complete context.
• If the customer has not responded, the status will show “No Response.”

📱 Accessing the Pre-Diag in Mobile Check-In (MCI)

Advisors can see Pre-Diag details on the go during the MCI Process:

• Visible as a job line on the RO when the customer has completed it.
• Status shown under the appointment summary (beneath mileage). 
• Accessible during the Check-In flow — view transcript, summary, and escalations.

You can also send or resend the Pre-Diag link manually during check-in.

🤝 Integration with Service Concierge

Service Concierge and Service Pre-Diag work together to create a continuous AI-assisted experience from the first customer touchpoint.

When an appointment is scheduled through Service Concierge, the Service Pre-Diag questionnaire is automatically triggered — capturing detailed vehicle concerns before arrival so technicians can diagnose faster and “fix it right the first time.”

📊 Pre-Diag Reporting (myIQ)

Reporting for Service Pre-Diag is available in myIQ (Insights).

Dealers can view performance and adoption metrics, including response rates, completion trends, and flagged concerns.

🎓 Additional Training & Resources

For Advisors & BDC

📘 PDF: Service Pre-Diag Training – Scheduler & MCI
🎥 Video: myKaarma Service Pre-Diag BDC & Advisor Training

For Technicians

📘 PDF: Service Pre-Diag Training – Technicians
🎥 Video: myKaarma Service Pre-Diag Technician Training.mp4

📈 Vision: Fix It Right the First Time

Service Pre-Diag is more than a chatbot. It is the start of AI-augmented service operations that capture accurate information up front, shorten diagnostic loops, increase shop throughput, and strengthen customer trust.

📧 Questions or feedback? Contact support@mykaarma.com

We’re excited for you to experience Service Pre-Diag!