Infratint specialises in automotive window tinting and films, working with car owners across Singapore who want heat rejection, UV protection or styling adjustments tuned to their specific vehicle. The brand has built its reputation on technical depth rather than discount pricing, with films developed and tested for the local climate.
The sale is fundamentally technical. Customers want to know VLT percentages, warranty terms, heat-rejection ratings and how a particular film will look and behave on the specific model they drive. Most buyers have already done their research by the time they message, which means the studio has to match that knowledge fast.
Infratint's customer base spans new-car owners protecting a fresh paint job, used-car owners trying to recover comfort and resale value, and a steady stream of repeat customers who come back across multiple cars over the years. Each group asks similar questions with subtly different priorities.
The brand sits in a category where the owner-operator model is the norm. That gives Infratint the depth of expertise customers want, but it also means the founder has historically been the bottleneck for every conversation that requires real product knowledge.
Tinting is an owner-operator-led business in a market where enquiries cluster heavily into evenings, when most car owners are off work and finally getting around to researching the tint they have been thinking about for months. The peak inbound is between eight and eleven at night, which is exactly when most workshops have shut for the day.
The founder was personally replying to these messages late into the night. It worked, in the sense that customers got real expert answers, but it was clearly unsustainable. Worse, the after-hours hustle did not even fix the daytime response problem: by the time the founder caught up with overnight messages in the morning, the daytime queue had already started building up again.
Quotation questions repeated themselves constantly. Every car needs a slightly different conversation about film options, but the structure of each one is the same five or six exchanges. The founder was, in effect, writing the same email twenty times a week, just with different vehicle details.
No-shows were a slow leak. Without a reliable day-before reminder layer, a meaningful share of booked appointments simply did not turn up, particularly on weekends. Each missed slot was both a revenue loss and a wasted preparation cost.
Follow-up was almost non-existent. An enquiry that did not convert on the first thread was rarely re-opened, even when the buyer was clearly interested and just needed a nudge a week later. Those threads were piling up in the inbox as silent lost opportunities.
We deployed a team of AI agents across WhatsApp and Meta channels, fronting every first-touch enquiry. The brief was straightforward: replicate the founder's voice and depth at scale, freeing him to step into conversations only when his actual judgement is needed.
A Quotation Agent owns the technical front line. It answers spec, pricing and warranty questions tailored to the customer's car make, model and intent, distinguishing cleanly between a buyer who wants maximum heat rejection on a daily-driven Civic and one who is chasing a darker aesthetic look on a weekend coupe.
A Booking Coordinator handles the calendar. It confirms slots, sends prep instructions (when to arrive, where to park, expected duration), and handles reschedules without dropping the thread. The customer experience around appointments now mirrors what an established workshop should feel like.
A Reminder Agent fires the day before each appointment. It confirms attendance, offers a quick reschedule if needed, and surfaces a small but consistent reduction in no-shows that adds up materially over a year of bookings.
A Follow-up Agent re-engages enquiries that did not convert on first contact. It picks the right moment, references the specific conversation, and re-opens the dialogue in a way that feels considered rather than spammy. Many of the weekly bookings now come from threads that would previously have died quietly.
Across all four agents, the founder remains the final authority. Anything genuinely outside the routine, a custom job, a sensitive warranty discussion, a request that needs his personal sign-off, gets handed off cleanly with the full thread attached.
The result is a system that sounds like Infratint at any hour, never asks the founder a question it could answer itself, and only escalates when the value of his attention actually warrants it.
I used to spend my evenings replying to WhatsApp messages. Now the AI handles it and I just check the bookings in the morning. It’s like having a full-time receptionist that never sleeps.Sherman Chan · Founder
Enquiries are now answered around the clock without anyone in the team losing their evenings. The founder no longer feels the buzz of an after-hours notification and reach for the phone, because the AI team has already taken the conversation as far as it can sensibly go.
The booking calendar fills predictably. Where the rhythm used to be feast or famine depending on how much time the founder could spend on the inbox in a given week, the flow is now consistent across weekdays and weekends alike.
Mornings have changed character. The founder starts the day with a clear set of confirmed jobs and a small handful of conversations that genuinely need his input, rather than a backlog of unread messages to plough through before he can think about the day's work.
Day-of attendance has tightened. Day-before reminders catch the small percentage of would-be no-shows who simply forgot, and the studio's calendar runs closer to capacity as a result.
For an owner-operator brand that competes on expertise rather than discount, having a layer that sounds like the founder at three in the morning is the difference between being available to every customer and being a bottleneck for the business he built.
Figures reflect the trailing 90 days against an internal baseline. Conversion lifts measured against the pre-deployment quarter.
Agents read the studio's slot calendar in real time, propose the right tinting window for the customer's car make and model, and write the booking directly without bouncing them back to the founder.
We design the team, train it on your products and tone, deploy it across the channels your customers actually use, and stay on as the operator.
