AI CHATBOT
Garud, the eagle mascot, saluting
BUILT TO KEEP YOU MOVING.

Whatifyourmotorcycleneverhadtoasktwice?

Garud inside the Royal Enfield app, on three phones

PES UNIVERSITY · 2026

Royal Enfield AI Service Agent

Royal Enfield AI Service Agent

Royal Enfield AI Service Agent

A proactive agent inside the Royal Enfield app that books your service, chases missing parts and keeps you posted, while the service advisor stays in charge of the calls that need a human.

A proactive agent inside the Royal Enfield app that books your service, chases missing parts and keeps you posted, while the service advisor stays in charge of the calls that need a human.

A proactive agent inside the Royal Enfield app that books your service, chases missing parts and keeps you posted, while the service advisor stays in charge of the calls that need a human.

Agentic AI

Service Design

Conversational UX

ROLE

Interaction & service design

YEAR

2026

TOOLS

Figma · After Effects · Gemini · Claude Code

/THE PROBLEM.

Owning the bike is the easy part

Owning the bike is the easy part

Owning the bike is the easy part

Servicing, repairs and spare parts still run on phone calls, repeated details and waiting for someone to call back. So we picked one ordinary visit and followed it all the way through.

Servicing, repairs and spare parts still run on phone calls, repeated details and waiting for someone to call back. So we picked one ordinary visit and followed it all the way through.

SERVICE JOB CARD#RE-2K-0042
VEHICLERoyal Enfield Himalayan 450
SERVICE2nd general service · 2,000 km / 6 months
INSPECTIONWorn mounting bolt. Must be replaced for the bike to be safe.
PART STATUSNot in stock at this centre
NEAREST STOCKAnother warehouse · 2–3 days away
✓Booked
✓Inspected
Waiting for part
Ready
PART OUT OF STOCK

Today, the rider only finds any of this out by calling the service centre.

No single task was hard. The coordination between them was.

No single task was hard. The coordination between them was.

No single task was hard. The coordination between them was.

/PERSONAS.

Two people, one service visit

Two people, one service visit

Two people, one service visit

The rider waiting for his bike, and the advisor trying to get it back to him.

The rider waiting for his bike, and the advisor trying to get it back to him.

Rohan MehtaRider
Rohan Mehta, 29Marketing executive, Bengaluru

Rides his Hunter 350 to the office every day and out of the city on weekends. The bike is how he gets everywhere.

WANTS
+A nudge before his service is due
+To book without making a phone call
+To know the price and the timeline upfront
STRUGGLES WITH
–Forgets service dates on busy weeks
–Repeats the same details at every visit
–No idea when the bike will actually be ready

/USER JOURNEY.

Mapping the visit, then rewriting it

Mapping the visit, then rewriting it

Mapping the visit, then rewriting it

Ten stages, before and after the agent. Flip it to see who does the work.

Ten stages, before and after the agent. Flip it to see who does the work.

ManualHybridAgentic
  1. 01Customer receptionSmart check-inManual
  2. 02Vehicle inspectionGuided inspection supportManual
  3. 03Inventory verificationPredictive spare detectionManual
  4. 04Spare part unavailableUnified inventory visibilityManual
  5. 05Alternate inventory searchIntelligent alternate suggestionsManual
  6. 06ETA estimationAutomated ETA generationManual
  7. 07Customer communicationAI-assisted communicationManual
  8. 08Follow-up coordinationAutomated status notificationsManual
  9. 09Repair completionPredictive service analyticsManual
  10. 10FeedbackAI-powered feedback insightsManual
10 manual

/DEFINING TASKS.

What should the AI actually do?

What should the AI actually do?

What should the AI actually do?

We sorted every task into manual, hybrid and agentic, then plotted them by the value they add and how much autonomy the agent could safely have.

We sorted every task into manual, hybrid and agentic, then plotted them by the value they add and how much autonomy the agent could safely have.

↑ Value (efficiency & quality)Autonomy the agent can have →
AI proactively shares the ETA and alternate sourcing optionsAgentic · the first thing we'd build

Some things stayed human on purpose: inspecting the bike, finding the fault, and talking a frustrated rider through a delay.

/AGENTIC LOOP.

Proactive, not reactive

Proactive, not reactive

Proactive, not reactive

A chatbot waits for a question. An agent notices, plans and acts, then tells you what it did.

A chatbot waits for a question. An agent notices, plans and acts, then tells you what it did.

Wednesday
9:41
Royal Enfieldnow
Indiranagar has a slot tomorrow at 11:00 AM. Want me to book it?
Royal Enfieldnow
Booked. See you at Indiranagar tomorrow, 11:00 AM.
Royal Enfieldnow
Your spare part has been dispatched. Delivery still on track for Thursday, 5 PM.
Royal Enfieldnow
Your bike's ready. How was the service? Tap to rate.
Royal Enfieldnow
Your Classic 350 is close to its 2nd service (2,000 km / 6 months).

/HUMAN + AI.

Who does what

Who does what

Who does what

The agent never replaces the advisor. It takes the chasing off her plate.

The agent never replaces the advisor. It takes the chasing off her plate.

Garud, the eagle mascot, arms crossedGarud · AI agent
GARUD HANDLES
01Pulling up vehicle history
02Scheduling and reminders
03Finding parts across centres
04Estimating the ETA
05Every status update
A Royal Enfield service advisor, arms crossedPriya · Service advisor
THE ADVISOR HANDLES
01Inspecting the bike
02Diagnosing the fault
03Approving the repair
04Escalations and tough calls
05The final sign-off
When Garud reaches its limits, it hands over to a person.

/CONVERSATION DESIGN.

Designed to be tapped, not typed

Designed to be tapped, not typed

Designed to be tapped, not typed

Six rules every conversation follows.

Six rules every conversation follows.

/01

Progressive disclosure

Only what you need at each step. The rest waits a tap away.

Here's your estimated service summary.
PRICE BREAKDOWN›
Part replacements
Labour charges
General service cost
/02

Choice over typing

Tap a chip instead of writing a paragraph.

What would you like to do today?
Book ServiceTrack ServiceBuy AccessoriesBreakdown Assistance
Book Service
/03

Proactive updates

You never have to ask “is it ready yet?”

Royal Enfield
Your part has been dispatched. Still on track for Thursday.
I'll tell you when it's installed.
You didn't have to ask.
/04

Context retention

It already knows your bike. You never repeat yourself.

My bike's due for service.
Checking your service history…
Welcome back, Rohan. Your Himalayan is due for its 2nd service (2,000 km / 6 months).
/05

Clear confirmation

Bookings and payments always wait for your yes.

Book Saturday, 10:30 AM at Indiranagar?
ConfirmModify
Confirm
Booked. Ride safe, see you Saturday.
/06

Human escalation

When it reaches its limits, a person takes over.

The bike's making a strange noise.
That needs a closer look. Connecting you to your service advisor…
Priya · Service advisor

/MASCOT.

Meet the co-pilot

Meet the co-pilot

Meet the co-pilot

An eagle, not a robot: aware, confident, and a little bit biker. Six expressions cover every state the chat can be in.

An eagle, not a robot: aware, confident, and a little bit biker. Six expressions cover every state the chat can be in.

/A DAY WITH GARUD01 / 06
Garud, excited
EXCITED
Hey rider! What can I help you with today?
Rohan opens the chat on his way to work.

Drag Garud through the day.

/HIGH FIDELITY SCREENS.

The journey, screen by screen

The journey, screen by screen

The journey, screen by screen

Two flows, told with the final screens. Scroll through them.

/01 · Home

One tap from anywhere

Garud waits in the corner of the Royal Enfield app, on every screen.

/02 · Hello

Honest, then helpful

It opens with a clear AI notice, then offers four things it can do right now.

/03 · Your bike

It already knows your bike

Garud pulls up the registered motorcycle. You just say yes.

/04 · Interval

Tap, don't type

Service intervals come as options, and Garud checks the service history while you pick.

/05 · Estimate

The price, before you commit

An estimated summary with a clear breakdown, so nothing at the counter is a surprise.

/06 · Booked

Booked, and kept posted

It confirms the slot and promises real-time updates, reminders and progress.

/07 · Summary

Everything in one place

Bike, service, slot, centre, completion time and cost in a single summary.

/08 · Plans change

Cancelling is a sentence

No phone call, no hold music. The request is cancelled and you can book again anytime.

One tap from anywhereHonest, then helpfulIt already knows your bikeTap, don't typeThe price, before you commitBooked, and kept postedEverything in one placeCancelling is a sentence

/PROTOTYPE.

Try the agent

Try the agent

Try the agent

An interactive prototype of the conversation will live here.

An interactive prototype of the conversation will live here.

/REFLECTIONS.

Reflections

Reflections

Reflections

An agent is measured by the coordination it removes.

An agent is measured by the coordination it removes.

Not by how well it chats, but by how many phone calls it makes unnecessary.

Not by how well it chats, but by how many phone calls it makes unnecessary.

Not everything should be agentic.

Not everything should be agentic.

Sorting tasks into manual, hybrid and agentic kept the AI from becoming a layer on top of a process that already worked.

Sorting tasks into manual, hybrid and agentic kept the AI from becoming a layer on top of a process that already worked.

Choices beat prompts.

Choices beat prompts.

Structured replies kept the conversation fast, and kept riders from guessing what the agent could do.

Structured replies kept the conversation fast, and kept riders from guessing what the agent could do.

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