For years, car buyers have dealt with frustrations such as feeling like just a number, generic communication and the long duration of the shopping process. According to PWC research, nearly 80% of U.S. consumers list speed, convenience, knowledgeable help and friendly service as the most important elements of a positive customer experience. However, other research points to failures of dealerships to meet these needs. CDK’s Friction Points study, released in 2025, noted that 55% of shoppers said they had to wait to take a test drive, up from 41% in 2024. This delay in the process is significant because test drives are pivotal in solidifying the purchase decision for many buyers: The same CDK report found that 78% of buyers said it was the test drive alone that “sold them on the vehicle they were interested in.”
Dealerships must find ways to make the process more efficient. According to a 2025 study by Cox Automotive, advancements in technology have reduced the purchase time, “shaving 4 hours for consumers – 14 hours down from 18 hours in 2010.” However, there’s still room for improvement, especially as today’s consumers expect a faster and better experience.
A key part of these recent advancements has been the embracing of customer engagement automation, specifically in making communication and routine tasks more efficient. Unlike basic automation tools, successful dealers are turning to AI-powered tools that can learn, adapt and personalize. Consumer expectations make these pivotal partners. The CDK Friction Points study supports this, calling an increased focus on customer experience the most important strategy for dealerships: “The most dramatic gains over last year are shown by the 1 out of 4 dealers flocking to AI-based solutions for streamlining operations and making the sales process more efficient.”
Fueling truly personalized interactions with AI
The automotive customer doesn’t just appreciate personalization; they expect it. When engagement is done right, customers receive more relevant information, timely support and a smoother overall experience that respects their time and intelligence.
This is the new standard we help our partners achieve. STELLA offers cutting-edge AI to allow dealerships to move beyond one-size-fits-all interactions, helping them deliver uniquely personalized experiences at every touchpoint of the automotive customer journey.
The importance of this unified understanding cannot be overstated. It directly solves one of the most damaging friction points in the entire purchase process. A 2025 Friction Points study from CDK Global highlighted a critical failure:
“The beauty of a digital retail tool is letting customers do some of the tedious busy work when and where they want before they come into the dealership… But this year’s report found that a quarter of customers had to repeat the process once at the dealership. This failure led to a huge drop in customer satisfaction.”
This is precisely the kind of disconnect that AI-powered engagement is designed to eliminate.
STELLA provides human staff with caller details so they don’t need to repeat themselves. This single change transforms the interaction from a frustrating reset into a seamless, respectful continuation of their buying journey, immediately building trust and demonstrating that you value their time.
AI-driven personalization in action
Conversational AI transforms customer engagement from a series of one-way messages into a dynamic, two-way dialogue. It achieves this by delivering intelligent, personalized interactions at a scale that’s impossible to manage manually.
Here’s how it creates a better experience:
Tailored communication
Instead of generic blasts, customers receive communication that understands their specific needs.
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Smart service reminders: AI sends alerts based on a vehicle’s actual mileage and service history and can remind customers about their upcoming appointments.
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Personalized follow-ups and suggestions: After an inquiry, test drive, or service visit, the AI ensures customers feel heard and valued by continuing the conversation. When a customer reaches out to a dealership, conversational AI can make offers or suggestions based on their customer or vehicle history.
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Spanish-language support: In the case of STELLA AI, customers get personalized service in Spanish if needed.
Proactive outreach with Autopilot
What about engaging customers you don’t even know exist? Through IntellaVoice, a groundbreaking partnership between Client Command and STELLA Automotive AI, dealerships can now execute powerful conquest marketing.
Autopilot identifies in-market shoppers who are actively researching vehicles online, even if they’ve never visited your website or filled out a form. By analyzing their browsing behavior across a massive data network, it builds rich profiles that reveal what vehicle they want, their buying motives and how close they are to purchasing.
Once a high-intent shopper is identified, STELLA’s conversational AI platform takes over. It proactively initiates a personalized conversation at the peak of their interest, engaging them on their preferred channel, whether text, email, or web chat, to transform a previously anonymous browser into a qualified, actionable lead for your dealership.
24/7 intelligent support and appointment booking
Customer needs don’t stick to a 9-to-5 schedule. Conversational AI acts as a tireless digital assistant, ready to instantly answer common questions, schedule sales and service appointments and guide customers to the right information. This always-on support is available on any channel the customer prefers, ensuring they get the help they need, whenever they need it. This is critical given that PwC research found that 32% of customers would stop doing business with a brand after just one bad experience.
Experience the STELLA difference
Learn how conversational AI can automate key aspects of customer engagement and ultimately provide a more seamless experience. Book your STELLA AI demo today.
