AI is only as valuable as the experience it creates for your customers.
That’s why Sophi continues to evolve.
Sophi 2.0 builds on the AI capabilities dealers already use to handle customer conversations, answer questions, and support their service teams. But behind the scenes, she’s gotten significantly smarter.
The result? More natural conversations, better understanding of what customers need, and a more consistent experience whether they call or text your dealership.
So, what’s different about Sophi 2.0?
The biggest change is how Sophi understands and responds to customers.
With the original Sophi experience, Engage AI relied more heavily on predefined intents and prompts to determine how to respond. Voice AI was generative, but different types of inquiries could be handled through different configurations.
Sophi 2.0 brings those experiences together.
Now, Sophi uses the same core intelligence across SMS and voice, giving her a stronger understanding of the entire conversation rather than simply looking for a specific phrase or intent.
That means she can better understand what a customer is actually trying to accomplish, respond appropriately, and keep the conversation moving.
Conversations that feel more like conversations
Customers don't always ask questions exactly the way you expect them to.
They change their minds. They add context halfway through a conversation. They ask follow-up questions. They explain problems in ways that don't fit neatly into a predefined category.
Sophi 2.0 is better equipped for those moments.
Her improved conversational skills allow her to understand more of the context behind what a customer is saying and generate a response that fits the conversation. That creates a more natural, human experience whether someone is texting your dealership or talking with Sophi over the phone.
And yes, her voice got an upgrade too.
Better at understanding what customers need
One of the biggest improvements with Sophi 2.0 is stronger intent recognition and problem-solving.
Instead of simply identifying a customer request and matching it to a predetermined response, Sophi can better evaluate the conversation and determine what needs to happen next.
For service departments, that can mean stronger support for everyday needs like:
- Scheduling, rescheduling, and canceling appointments
- Answering common service questions
- Responding based on dealership-specific policies
- Handling routine conversations before an employee needs to step in
- Recognizing when a conversation needs to be transferred to someone on your team
These improvements allow Sophi to handle a wider variety of situations while giving customers clearer, more accurate answers.
One Sophi across Voice and Text
Another major evolution is consistency.
Previously, Sophi's voice and SMS experiences operated somewhat differently. With Sophi 2.0, both are powered by the same core configuration.
For the customer, that means the experience is more consistent regardless of how they choose to contact your dealership.
They can call. They can text. Either way, they're interacting with the same smarter Sophi.
And for dealerships, that creates a more unified AI experience without requiring separate approaches for every communication channel.
What does Sophi 2.0 mean for your dealership?
The technology behind Sophi has changed considerably, but the goal is simple: make it easier for customers to get what they need while taking more routine work off your team's plate.
With Sophi 2.0, dealerships can:
Create better customer experiences.
Customers get faster, more natural conversations and clearer answers.
Save their teams time.
Sophi can handle more routine conversations before an advisor or BDC team member needs to step in.
Stay connected across channels.
Customers receive a consistent experience whether they choose to call or text.
Capture more opportunities.
When customers reach out, Sophi can help keep conversations moving and turn more inquiries into service opportunities.
Sophi is getting smarter. Your team gets the benefit.
Sophi 2.0 isn't an entirely different assistant. It's the next evolution of the Sophi dealerships already know.
She understands more. She handles more. She communicates more naturally. And she's better equipped to help customers get where they need to go.
As one Kenect customer put it:
“Overall, I think there’s been a huge improvement. Sophi seems much more helpful, handles a wider variety of situations, and transfers callers much more appropriately when needed.”
— Erin Zlatkov, Fixed Ops & Digital Marketing Manager, Walt Sweeny Ford
And as Sophi continues to evolve, the goal remains the same: help dealerships create better customer experiences while giving their teams more time to focus on the customers who need them most.
