AI agents are becoming indispensable partnerships for auto dealerships. When one in three calls to dealerships go unanswered, dealers are leaving a significant amount of money on the table. AI voice agents can prevent these missed opportunities by taking customer calls no matter the time of day, instantly qualifying leads, scheduling appointments, and answering frequently asked questions. This guide shares the impact, benefits, and capabilities of AI agents in dealerships.
What are AI agents for dealerships?
AI agents are large language model programs or systems that can autonomously perform tasks on behalf of users or other programs. An AI agent can perform tasks traditionally handled by humans using machine learning, natural language processing, and automation.
In its research, Deloitte has pointed to artificial intelligence agents as being transformative in many industries, stating, “We see a future in which agents will transform foundational business models and entire industries, enabling new ways of working, operating and delivering value.“
In dealerships, some of the key functions of these agents include customer engagement and support, along with strategy targeting.
Why are AI agents essential for dealerships?
AI tools are essential for car dealerships because they have the potential to significantly improve customer service, sales, and operational efficiency in dealerships.
Their importance stems from several key factors:
The need to improve customer experience by offering 24/7 availability and instant responses to inquiries
The potential for significant cost savings by automating routine tasks and reducing the burden on human staff
The ability to increase sales conversion rates through efficient lead qualification and appointment scheduling
The seamless integration with existing dealership management systems
This is achieved through various AI applications, including virtual assistants, chatbots, AI voice assistants, and automated service schedulers, all working together to optimize the entire customer journey.
AI-powered car dealership software explained
AI-powered car dealership solutions include everything from AI chatbots to virtual assistants.
Key features of these tools include integration with CRM, DMS, predictive analytics, and omnichannel support. STELLA AI is a pioneer in the automotive AI space with its powerful capabilities and proprietary technology.
How AI software integrates with dealership operations
Artificial intelligence platforms like STELLA Automotive AI integrate with existing dealership systems like service schedulers, Dealer Management Systems (DMS), and inventory management tools, making it a highly configurable and scalable solution for dealerships.
STELLA also can understand over 270 opcodes, a feature that significantly aids in managing complex dealership operations.
Beyond the integration capabilities, STELLA offers dealership leaders access to real-time data syncing and customer insights so they can make data-driven decisions to improve customer engagement even more.
How dealerships use auto AI to enhance customer service
AI agents are elevating the standard of customer service at dealerships nationwide.
Automated customer support
Dealer AI handles customer queries via phone, email, chat, and text. STELLA, for example, answers a high volume of inbound calls 24 hours a day, 7 days a week, 365 days a year.
Users enjoy round-the-clock support and experience minimal wait times, with STELLA answering within one ring. Dealerships of all sizes benefit from integrating AI voice agents. STELLA handles these calls with no human supervision, meaning large dealerships can handle a high volume of calls, while smaller dealerships can get calls answered with limited staff resources.
With the right AI voice agent, customers get answers to their frequently asked questions, including vehicle details, pricing, and appointment availability.
Booking and scheduling automation
AI agents assist with scheduling service appointments, test drives, and service consultations. Platforms like STELLA Automotive AI can set hundreds more appointments per month than a human receptionist can.
With AI answering services, customers get real-time booking confirmations, reminders, and follow-up communication. This consistent communication stream reduces no-shows and improves service department efficiency.
Proactive engagement with in-market shoppers
Proactive engagement with in-market shoppers is crucial for dealerships aiming to stay competitive and responsive to customer needs. AI plays a pivotal role by sending personalized offers, reminders, and follow-ups to keep leads warm. These services use dealership branding and voice to ensure consistency in communication as customers are nurtured down the sales funnel.
AutoPilot, developed through a collaboration between STELLA Automotive AI, Dealer Funnel, and Client Command, is designed to empower dealerships by engaging active in-market shoppers effectively. By leveraging AI for automotive sales outbound messaging, AutoPilot targets both conquest and existing customers, maximizing revenue with minimal effort. Operating seamlessly in the background, it runs on "autopilot," allowing dealership staff to focus on building relationships and closing deals. With integrated communication channels, AutoPilot ensures efficient and effective connections with potential leads, making it an indispensable tool for modern dealerships looking to optimize their sales strategies and customer engagement.
How dealership AI improves sales and lead conversion
AI agent software can boost sales at dealerships in the following ways:
AI-driven lead management: By managing incoming leads and routing them to the appropriate department, AI increases lead conversions. AI is also being leveraged to identify the most qualified leads to help sales teams optimize their strategies.
Personalized marketing and offers: AI tools can analyze customer data and behavior to send personalized offers via email, text, or chat. With Autopilot, for example, potential car shoppers can receive targeted communications, and STELLA can answer their calls 24/7/365.
AI in lead nurturing: AI is used to automate follow-up communication with current and potential buyers, ensuring no lead is neglected. This continuous engagement increases the likelihood of conversion and retention.
The impact of AI on dealership efficiency and ROI
According to Deloitte, companies that employ GenAI are seeing positive effects. Its 2024 year-end Generative AI report states that “Almost all organizations report measurable ROI with GenAI in their most advanced initiatives.” This is true of dealerships that leverage AI for initiatives such as customer service.
Cost savings through automation
AI platforms, like STELLA's Reception, minimize labor expenses by reducing the need for full-time staff. With features such as voice messaging, transfer to text, and alert-driven reporting, STELLA ensures a seamless customer experience while handling tasks like answering frequently asked questions, booking appointments, and transcribing messages.
Reduced BDC costs and turnover
Businesses using third-party BDC companies have seen their bills decrease as teams focus on outbound calls. AI also helps reduce turnover in Business Development Centers (BDCs) by providing a supportive environment that alleviates the pressure on staff. STELLA provides a professional and efficient service at a lower cost than traditional employees or outsourced operations.
Service bay optimization
STELLA's conversational AI plays a crucial role in optimizing service bay operations by ensuring that no customer calls go unanswered, reducing missed opportunities, and augmenting dealership revenue. By efficiently managing service bay appointments, AI helps streamline scheduling, ensuring that bays are utilized to their full potential. This not only enhances productivity by minimizing downtime but also improves customer satisfaction by providing timely and convenient service appointments. As a result, dealerships can handle a higher volume of service requests, leading to increased revenue and a more efficient service department.
Voicemail management
Beyond optimizing service bay usage, conversational AI significantly reduces the number of calls that go to voicemail by providing immediate responses to customer inquiries, enhancing the overall customer experience. By ensuring that calls are promptly addressed, AI fosters better customer engagement and satisfaction, as customers receive the information or assistance they need without delay. This proactive approach not only improves communication but also strengthens customer relationships and loyalty.
Comments