How an AI-powered car sales assistant can transform your dealership

In automotive retail, the rise of the AI-powered car sales assistant is changing the way dealerships meet customer expectations while keeping operations efficient. As consumer expectations evolve and operational demands intensify, dealerships are increasingly turning to artificial intelligence (AI). AI is reshaping how dealerships operate from day to day by offering new ways to engage customers, reducing inefficiencies and supporting staff in delivering better service.

On this month’s episode of Up to Speed, Mike Mader, Principal with Baker Tilly’s dealership advisory service team, is joined by Scott Traylor, Vice President of Sales at Mia Labs, to discuss how AI can vastly improve a dealership’s customer service and operations.

One of the most promising developments from Mia Labs is the move from text-based automation to voice-driven AI. While texting remains useful for quick, transactional exchanges, it lacks the nuance and engagement of spoken conversation. Voice-driven AI, by contrast, captures tone and intent, offering a more natural and human-like experience. This shift is particularly relevant in customer service, where tone can make the difference between confusion and clarity.

Dealerships are beginning to see the value of AI systems that can handle voice conversations with minimal latency. Traditional automated phone systems often frustrate customers with rigid scripts and slow response times. Newer AI platforms, built on large language models, function almost like an AI-powered car sales assistant, meeting customers where they are, whether they speak English, Spanish or even switch between languages mid-conversation. These systems can interpret intent, respond with empathy and even follow up on specific questions about vehicle features or availability.

Dealerships often struggle with lead management, Traylor mentioned studies have shown that up to 43% of leads are mishandled. AI can help bridge this gap by managing inbound calls, figuring out customer needs and freeing up staff to focus on more complex or high-value interactions. In one example, a dealership saw a significant increase in service appointment bookings over a holiday weekend, despite being closed, thanks to an AI system handling calls and scheduling.