Fixed operations in automotive dealerships are rapidly shifting as artificial intelligence (AI) and automation replace manual workflows, improving efficiency, customer experience, and profitability. On today’s episode of Driving Solutions, Jeff Adams, Director of Fixed Ops Product Planning at Reynolds & Reynolds, joins us to discuss how new AI tools can drastically streamline and improve fixed ops.
“Dealers try to sell cars and service cars efficiently ... What has really changed over the last 35 years is the tools they use to do that.”
AI targets friction points in dealership operations
Adams said Reynolds & Reynolds focuses on identifying operational “friction points” that slow down dealership workflows and then applies technology to remove those inefficiencies. He said AI and automation now solve problems that would have been impossible to address just a few years ago. The company uses Service Snap, a tool that applies AI-powered noise cancellation to service walkaround videos. The system removes background noise, enabling dealerships to deliver clearer, more professional video communication to customers. Adams said the technology works even in noisy environments, improving the quality of customer communication without requiring additional effort from staff.
Appointment AI automates scheduling and reduces staffing strain
Reynolds & Reynolds also uses Appointment AI to manage inbound service calls and scheduling. The system answers phone calls using artificial intelligence, engages customers in natural conversation, and pulls real-time data from the dealership management system. It identifies the customer, checks vehicle history, and confirms appointment availability. Adams said the system reduces the need for additional staff during peak call times and helps dealerships manage unpredictable call volume. He added that Appointment AI ensures customers receive immediate responses, reducing hold times and improving satisfaction while stabilizing staffing demands.
Robotics keep technicians productive in service bays
Reynolds & Reynolds has also expanded into robotics with Relo, a parts delivery robot designed to move components directly from the parts department to service technicians. Traditionally, technicians leave their bays to retrieve parts or rely on parts runners, which interrupts workflow and reduces productivity. Relo delivers parts directly to technicians and returns to the parts department for the next delivery, reducing downtime and eliminating unnecessary movement. Adams said the system helps technicians stay in their bays longer, which increases the number of repair orders they complete without adding staff or expanding service capacity. He added that dealerships can increase throughput by eliminating these interruptions, thereby translating into higher overall service revenue.
AI integration expands across dealership data systems
Looking ahead, Reynolds & Reynolds plans to expand AI capabilities across its dealership management systems through Ray AI. The platform uses a natural language interface that allows dealership staff to ask operational questions and receive context-driven answers based on real-time data. Adams said the system can pull information from repair orders, inventory, and sales data to help managers make faster decisions. “The key to that is the data layer,” Adams said. “If it has the right data, it becomes really powerful.”
As AI tools become more common in dealership operations, Adams said customer expectations continue to rise as they compare dealership service experiences to companies like Amazon and Apple. He added that AI interactions are becoming so seamless that customers often cannot distinguish between automated systems and human representatives, signaling a broader shift in how dealerships will operate moving forward.
