Artificial intelligence (AI) technology is transforming the customer experience across many industries, and the automotive sector is no exception. In today’s episode of Inside Automotive, Nick Latino, fixed operations director at Parkway Toyota, shares AI’s growing role in his store’s fixed operations.
Parkway Toyota is currently piloting DGA’s Alpha Drive AI program, and the results have been nothing short of remarkable. Latino reports that the program has helped lower missed appointments, a common challenge for many service departments. The AI’s human-like interactions help capture missed calls and help streamline the scheduling process. This functionality saves significant time and reduces the burden on staff, allowing them to focus on higher-priority tasks. The system also can transfer customers to a live agent if discrepancies occur.
Beyond scheduling, Latino also notes that the AI platform has also helped with their outbound calls for follow-ups on seven to twelve-month no-repair order (RO) accounts. The system’s ability to seamlessly integrate with the dealership’s DMS allows it to access customer data and independently complete follow-up tasks automatically. This automation ensures that no account is overlooked and that customers are contacted promptly, reducing the chances of missed opportunities.
Latino does acknowledge a potential downside to AI’s growing influence in fixed operations. He foresees that systems like Alph Drive AI may reduce the need for traditional BDC attendants.
Despite this, the benefits of AI’s integration into service operations are undeniable. AI can autonomously issue status update calls to clients, filling in the gap when a service advisor forgets to contact them. It can also perform vehicle status checks, providing customers with updates on their vehicle’s progress without human intervention.
Looking ahead, Latino plans to expand AI’s role within Parkway Toyota’s operations even further by managing communication through text messages and emails for declined services.
He emphasizes a crucial point: When dealerships neglect to follow up with customers, they leave significant revenue on the table. AI can bridge this gap by ensuring consistent communication and engagement with customers. Whether it’s scheduling, follow-ups, or status updates, AI’s ability to handle routine yet significant tasks and streamline communication can drive efficiency and be the key to unlocking untapped revenue potential.
"We’re leaving money on the table by not following up with customers, and AI helps fill that void." – Nick Latino
