SECTION 1: BUSINESS OVERVIEW
Industry Categories
Auto Collision Repair
Repairing vehicle damage caused by:
- Car accidents
- Deer collisions
- Hail damage
- Parking lot incidents
- Tree damage
- Flood-related damage
- Fire damage
- Vandalism
RV Collision Repair
Repairing:
- Motorhomes
- Class A RVs
- Class B RVs
- Class C RVs
- Travel trailers
- Fifth wheels
- Toy haulers
- Camper vans
Auto Glass Replacement
Services include:
- Windshield replacement
- Windshield repair
- Side glass replacement
- Rear glass replacement
- Quarter glass replacement
- Sunroof replacement
- ADAS calibration
RV Glass Replacement
Services include:
- Panoramic windshield replacement
- Side window replacement
- Specialty RV glass
- Custom fabricated glass
- Window seal replacement
SECTION 2: SERVICES KNOWLEDGE
Auto Collision Repair Services
Dent Repair
Repairs:
- Minor dents
- Major dents
- Creases
- Parking lot damage
Methods:
- Paintless Dent Repair (PDR)
- Traditional body repair
- Panel replacement
Bumper Repair
Repairable damage:
- Scratches
- Cracks
- Small punctures
Replacement needed when:
- Structural integrity compromised
- Mounting tabs broken
- Safety systems affected
Frame Repair
Frame types:
- Unibody
- Full frame
- Ladder frame
Common issues:
- Bent frame rails
- Crumple zone damage
- Alignment issues
Equipment:
- Frame machine
- Laser measuring systems
- Electronic measuring systems
Paint Repair
Includes:
- Spot repairs
- Blending
- Full panel repaint
- Complete repaint
Paint systems:
- Waterborne paint
- Solvent-based paint
- Basecoat/clearcoat
Structural Repair
Repairs:
- Core supports
- Pillars
- Quarter panels
- Roof structures
Requires:
- OEM procedures
- Welding certifications
- Structural measurements
SECTION 3: RV REPAIR KNOWLEDGE
Common RV Damage
Delamination
Definition:
Separation of fiberglass from underlying wall structures.
Symptoms:
- Bubbling
- Soft spots
- Wavy appearance
Roof Damage
Common causes:
- Tree limbs
- Storms
- Water intrusion
Repair methods:
- Membrane replacement
- Fiberglass repair
- Structural reconstruction
Slide-Out Damage
Issues include:
- Bent mechanisms
- Water damage
- Seal failure
Fiberglass Repair
Repairs:
- Cracks
- Gouges
- Impact damage
Materials:
- Fiberglass cloth
- Resin
- Gel coat
SECTION 4: AUTO GLASS EXPERTISE
Windshield Repair
Repairable:
- Small rock chips
- Bullseyes
- Star breaks
Not repairable:
- Damage in driver’s view
- Cracks over allowed length
- Edge cracks
Windshield Replacement
Process:
- Remove damaged glass
- Prepare pinch weld
- Apply urethane
- Install new windshield
- Cure adhesive
- Perform ADAS calibration if needed
ADAS Calibration
Advanced Driver Assistance Systems include:
- Lane departure warning
- Adaptive cruise control
- Collision avoidance
- Traffic sign recognition
- Automatic braking
Calibration required when:
- Windshield replaced
- Sensors moved
- Structural repair performed
SECTION 5: COLLISION REPAIR TERMINOLOGY
Body Shop Terms
Blend Panel
Adjacent panel painted to match color.
OEM
Original Equipment Manufacturer.
Aftermarket Parts
Parts produced by non-OEM manufacturers.
LKQ Parts
Like Kind and Quality used parts.
Total Loss
Repair costs exceed insurance thresholds.
Supplement
Additional repair costs discovered after teardown.
R&I
Remove and Install.
R&R
Remove and Replace.
Feather Prime Block
Surface preparation method.
SECTION 6: CUSTOMER FAQ MASTER DATABASE
Insurance Questions
Will my insurance go up?
Depends on:
- Fault determination
- Insurance carrier
- Claim history
The repair shop does not control rate increases.
Can I choose my own repair shop?
Yes.
Customers have the legal right to choose their repair facility.
Insurance companies cannot legally force customers to use a specific shop.
What if hidden damage is found?
A supplement is submitted to insurance for approval.
This is extremely common in collision repair.
Do you work with all insurance companies?
Most shops work with:
- State Farm
- Progressive
- GEICO
- Allstate
- Nationwide
- USAA
- Liberty Mutual
- Farmers
Repair Questions
How long will repairs take?
Depends on:
- Parts availability
- Insurance approvals
- Extent of damage
- Calibration requirements
Typical range:
- Minor repairs: 2–5 days
- Moderate repairs: 1–3 weeks
- Major repairs: 3–8 weeks
Will my paint match?
Modern paint matching uses:
- Paint codes
- Spectrophotometers
- Blend techniques
Quality repairs should be virtually undetectable.
Is my car safe after repairs?
When repaired according to OEM procedures, the vehicle should be restored to manufacturer safety standards.
SECTION 7: EDGE CASE CUSTOMER SCENARIOS
Deer Strike
Potential hidden damage:
- Radiator
- Cooling system
- Sensors
- Headlights
- Hood structure
Flood Damage
Inspect:
- Electronics
- Wiring harnesses
- Modules
- Interior components
Potential total loss.
Airbag Deployment
Requires inspection of:
- Airbags
- Sensors
- Seatbelt pretensioners
- Control modules
Electric Vehicle Collision
Special handling:
- High-voltage systems
- Battery inspection
- Isolation procedures
Technician certification required.
RV Tree Impact
Inspect:
- Roof membrane
- Framing
- Slide-outs
- HVAC units
- Solar systems
SECTION 8: TROUBLESHOOTING DATABASE
Customer Says Vehicle Pulls After Repair
Possible causes:
- Alignment issue
- Tire damage
- Suspension damage
- Frame measurement issue
Procedure:
- Verify concern
- Inspect tires
- Check alignment
- Measure suspension
- Verify frame specs
Wind Noise After Windshield Replacement
Possible causes:
- Improper seal
- Urethane gap
- Trim issue
Procedure:
- Water test
- Visual inspection
- Air leak test
- Reinstall if necessary
Paint Doesn’t Match
Possible causes:
- Color variation
- Weathering
- Improper blending
Solutions:
- Re-blend adjacent panels
- Re-tint formula
SECTION 9: PRICING KNOWLEDGE
Auto Glass
Typical pricing ranges:
Windshield Repair:
$75-$150
Windshield Replacement:
$300-$1,500+
Luxury Vehicles:
$1,000-$3,500+
ADAS Calibration:
$250-$800
Collision Repair
Minor Dent Repair:
$150-$1,000
Bumper Repair:
$300-$2,500
Frame Repair:
$1,000-$15,000+
Major Collision:
$5,000-$30,000+
RV Repair
Minor Fiberglass Repair:
$500-$2,500
Roof Repair:
$1,500-$20,000+
Windshield Replacement:
$1,500-$10,000+
Major Collision:
$5,000-$100,000+
SECTION 10: UPSELL OPPORTUNITIES
During Collision Repair
Offer:
- Headlight restoration
- Paint protection
- Ceramic coating
- Wheel repair
- Interior detailing
- Windshield protection
During Glass Replacement
Offer:
- Wiper replacement
- Glass coating
- ADAS inspection
- Chip repair package
RV Services
Offer:
- Roof inspections
- Seal inspections
- Water intrusion testing
- Slide-out maintenance
SECTION 11: LOCAL REGULATIONS & COMPLIANCE
Insurance Compliance
AI should understand:
- Customer chooses repair facility
- Estimates can vary
- Supplements are common
- OEM procedures may exceed insurance allowances
Environmental Regulations
May involve:
- Paint booth requirements
- VOC compliance
- Hazardous waste disposal
- Solvent handling
OSHA Compliance
Includes:
- Respirator use
- Welding safety
- Lift safety
- Hazard communication
SECTION 12: EMERGENCY PROTOCOLS
After an Accident
AI should advise:
- Ensure safety
- Move vehicle if possible
- Call emergency services if needed
- Exchange information
- Document damage
- Contact insurance
- Arrange towing
Glass Emergency
If windshield shattered:
- Avoid driving if visibility compromised
- Protect interior from weather
- Schedule replacement immediately
RV Emergency
If roof damage occurs:
- Tarp damaged area
- Prevent water intrusion
- Document damage
- Schedule inspection
SECTION 13: LEAD QUALIFICATION FRAMEWORK
AI should collect:
Vehicle Information
- Year
- Make
- Model
- VIN if available
Damage Information
- Accident date
- Area damaged
- Drivable or not
- Airbags deployed
Insurance Information
- Insurance company
- Claim filed
- Claim number
Customer Information
- Name
- Phone
SECTION 14: SEMANTIC SEARCH TRAINING
The AI must recognize equivalent questions.
Examples:
Windshield
“Cracked windshield”
“Broken windshield”
“Rock hit my windshield”
“Need glass replaced”
“My windshield shattered”
All map to:
Windshield Replacement
Collision Repair
“Someone hit my car”
“Accident damage”
“Need body work”
“Car crash repair”
“Front end damage”
All map to:
Collision Repair Services
Insurance
“Will insurance pay?”
“Do I need a claim?”
“Can you work with GEICO?”
“Do I have to use their shop?”
All map to:
Insurance Assistance
SECTION 15: KNOWLEDGE GRAPH CONNECTIONS
Connect concepts:
Accident
→ Estimate
→ Insurance Claim
→ Supplement
→ Parts Ordering
→ Structural Repair
→ Paint
→ Calibration
→ Delivery
Windshield
→ Replacement
→ ADAS Calibration
→ Safety Systems
→ Insurance Coverage
RV Roof Leak
→ Water Intrusion
→ Mold Risk
→ Structural Damage
→ Insurance Claim
SECTION 16: CONTINUOUS LEARNING SYSTEM
AI should log:
- Unanswered questions
- Escalations
- Common objections
- New insurance carrier questions
- New vehicle technologies
- New EV repair procedures
- OEM repair updates
Monthly reviews should:
- Identify gaps
- Expand FAQs
- Update pricing
- Add new vehicle models
- Add new ADAS systems
SECTION 17: HERRING & SON SPECIFIC TRAINING
The AI should know:
Primary Services
- Auto Collision Repair
- RV Collision Repair
- Auto Glass Replacement
- RV Glass Replacement
- Dent Repair
- Bumper Repair
- Frame Repair
- Paint Repair
- Insurance Claim Assistance
Service Areas
- Youngsville, NC
- Wake Forest, NC
- Franklinton, NC
- Rolesville, NC
- Raleigh, NC
- Surrounding North Carolina communities
Brand Positioning
- Honest communication
- Insurance claim assistance
- Quality repairs
- OEM-focused repair procedures
- Customer-first approach
- Collision repair experts for both automobiles and RVs
AI Goal
The AI should function as:
- Collision repair estimator assistant
- Insurance claim assistant
- Customer service representative
- Appointment scheduler
- Emergency response advisor
- Repair process educator
- RV repair expert
- Auto glass expert
- Lead qualification specialist
This framework provides a foundation for a truly expert-level collision repair AI that can handle nearly every customer interaction, from a simple rock chip to a major RV collision loss, while maintaining contextual understanding, technical accuracy, and customer-focused communication.