Driving Efficiency With an AI Virtual Receptionist for Car Dealerships

Consumer expectations for 24/7 support and rapid responses have pushed dealerships to enhance their efficiency in customer interactions. Technology is now being utilized to optimize these communications, particularly an AI virtual receptionist for car dealerships.

An AI virtual receptionist is a digital assistant that can handle tasks such as customer calls, appointment scheduling, customer support, and lead capture. These solutions can be turned on to run in the background alongside human stuff to supplement their efforts. Dealerships are finding that these automated customer service systems are enabling them to focus on other, more high-value tasks. 

The video below shows the vast difference in efficiency between STELLA, a digital assistant for dealerships, vs. a human receptionist. The video highlights how quickly STELLA answers the call, understands the request, and books a service appointment for the customer. STELLA has access to dealership data and thus knows the customer’s vehicle, information that helps cut down the time spent on the call. 

Why dealerships need to adapt to changing technology  

One of the most compelling reasons dealerships must adapt to changing technology is that customer expectations have also changed. According to the Zendesk CX Trends Report 2023, 72 percent of customers want immediate service, making it imperative that dealers enhance their systems to become more efficient. Artificial intelligence is one key method to do that. Recognizing this, 72% of business leaders said implementing AI along the customer experience would be a priority, per the same Zendesk report. 

Beyond evolving consumer expectations, stiff competition with independent repair shops and national chains makes adapting to evolving technology pivotal for dealerships. A Consumer Reports survey released in 2024 found that most customers preferred independent shops over dealerships, citing price and willingness to negotiate as reasons.

Dealer managers who want to future-proof their operations should consider how AI can fit into their plans. AI service scheduling helps position dealerships to scale and more AI use cases are emerging.

Best practices for onboarding AI tools

To get the most out of an automotive AI service, dealership managers should follow key steps:

• Define clear objectives: Before implementation, pinpoint the specific areas you want the AI to improve. Focus on quantifiable objectives like increasing service appointment bookings, improving lead capture rates, boosting customer satisfaction scores, or reducing call handling times. This clarity will help measure the ROI of the AI solution.

• Seamless integration: Prioritize AI solutions like STELLA AI that integrate effortlessly with your existing CRM or DMS. STELLA’s partnerships include Reynolds & Reynolds, Dealer-FX, and X-time. Being able to integrate smoothly will minimize any disruption to current workflows and allow the AI to leverage existing customer data for personalized interactions and more effective service. A smooth integration is key to a quick and painless onboarding process.

• Automated setup and configuration: Choose a solution that automates the initial setup and configuration process. This minimizes the need for extensive IT involvement and allows you to get the AI up and running quickly. STELLA can be turned on quickly and will immediately get to work.

• Focus on the immediate value: Choose an AI solution that delivers tangible results quickly. This demonstrates the value of the investment to your team.

What to look for when selecting an AI virtual receptionist for car dealerships

Not all AI tools are best suited for automotive retail. To maximize efficiency, dealers should look for the following features in a digital voice assistant:  

• 24/7/365 availability: STELLA answers every call, eliminating missed opportunities due to after-hours calls or staffing limitations.

• Rapid response: Auto dealer AI should handle inquiries quickly, booking service appointments in about 1.5 minutes and processing cancellations in under 30 seconds.

• Deep automotive knowledge: STELLA is trained on over 270 opcodes and integrates with dealership data to understand complex inquiries related to specific makes, models, services, and recalls.

• Seamless integrations: STELLA works with existing dealership systems, including Xtime, CDK Global, myKaarma, and Reynolds & Reynolds, ensuring smooth information flow and real-time updates.

• Configurability: STELLA is tailored to meet unique dealership requirements.

• Robust security: STELLA’s proprietary voice technology protects sensitive data and is SOC-2 compliant.

• Intelligent escalation and whisper technology: STELLA understands when a call needs to be routed to a human staff member and provides staff with key caller details before they answer for a personalized and efficient handoff.

Getting stakeholders on board

Successfully integrating AI into your dealership requires buy-in from all stakeholders, from management to frontline staff. Here's how to achieve that:

Owner and management buy-in

Securing management approval often hinges on demonstrating a clear return on investment. Present a compelling business case that highlights the financial benefits of AI, such as increased efficiency, reduced operational costs, and boosted revenue potential. Share this case study about Tom Wood Automotive Group to show the real impact of STELLA AI. 

In another example, a customer from New York was having difficulty with their off-site BDC and eventually was able to get rid of it, having STELLA answer 100% of inbound calls. 

Compare the upfront and ongoing costs of implementing an AI solution against the expenses associated with a traditional call center model, including staffing, training, benefits, and infrastructure. This analysis will provide a compelling financial justification for the investment in AI.

Beyond cost savings, AI can drive significant revenue growth. By reducing missed leads, accelerating appointment setting, and providing consistent after-hours coverage, AI maximizes revenue opportunities. Improved customer satisfaction, facilitated by efficient and personalized service, leads to increased customer retention and valuable referrals, further boosting your bottom line. Quantify these revenue gains to showcase the full financial impact of the AI solution.

Employee concerns

Address any concerns about job displacement head-on, emphasizing that AI is designed to augment, not replace, human employees. Explain how AI can free up staff from tedious, repetitive tasks, allowing them to focus on higher-value activities that require human interaction and expertise.

Try STELLA

The benefits of AI-power solutions for dealerships include savings, scalability, and customer satisfaction. Implementing an automotive AI assistant helps reduce labor costs, minimize customer wait times, and increase overall dealership efficiency. Learn more about how STELLA can integrate an AI virtual receptionist with their existing CRM or DMS to maximize revenue.

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