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After spending several days walking the floor at NADA, one thing was clear: AI in dealerships is no longer emerging — it’s accelerating.
Dealers weren’t casually exploring. They were actively evaluating. Running demos. Comparing vendors. Asking harder questions.
If you’re currently evaluating AI for your dealership, here are the biggest things you should be paying attention to.
1. Does It Actually Solve Fixed Ops Problems?
The loudest demand at NADA centered around service.
AI conversations weren’t abstract. They were practical:
- Can it fill empty bays?
- Can it reduce pressure on my BDC?
- Can it capture missed calls?
- Can it reactivate declined or dormant work?
When evaluating vendors, start with this question:
Does this solution deeply solve my fixed ops bottlenecks — or is it broad and shallow?
Service remains your most controllable revenue engine. Any AI platform you consider should demonstrate real impact there.
2. Is It a “Super Employee” — or Just a Bot?
You’ll hear a lot about AI replacing staff.
What you should really be looking for is reinforcement, not replacement.
Ask:
- Can it handle both sales and service conversations naturally?
- Does it feel like one consistent agent?
- Does it adapt to my dealership’s workflows?
- Does it require handoffs between different bots?
Your customers should experience one seamless conversation — not a patchwork of systems stitched together behind the scenes.
3. Can the Vendor Prove ROI?
We are officially in the prove-it phase of AI.
You should expect:
- Revenue impact data
- Measurable appointment lift
- Reduced missed calls
- Staff hours saved
- Real customer references
If the conversation stays theoretical, push deeper.
Ask to see workflows in action. Ask for real numbers. Ask what happens when the AI fails or needs intervention.
This is not the time for hype. It’s the time for proof.
4. How Deep Is the Automation Layer?
Voice AI is often what draws attention first. It’s tangible. You can call it. You can test it.
But voice alone isn’t the full story.
Look underneath:
- Is there true scheduling write-back?
- Is automation triggered by real service data?
- Are there stop gates and safeguards?
- Does text and voice work together?
- Is outbound automation operational or just roadmap?
Surface-level automation can sound impressive in a demo. Depth shows up in daily operations.
5. Does It Integrate — or Just Sit Beside Your Systems?
Integration depth is one of the clearest differentiators in the market.
You should expect:
- Write-back to your scheduling systems
- Synchronization across calendars
- Real-time access to customer and service data
- Activation based on meaningful signals
AI without strong data access becomes generic messaging.
AI with deep integrations becomes intelligent automation.
6. How Does the Demo Hold Up Under Pressure?
At NADA, dealers were running multiple demos before making decisions.
You should, too.
Don’t just watch a slide presentation. Ask to:
- Click into dashboards
- See advisor workflows
- Walk through a real scheduling scenario
- Call the voice line yourself
See how the system performs outside of a scripted path.
Confidence in the demo often reflects confidence in the product.
7. Is It Truly Automated — or Services in Disguise?
One trend across the market: many vendors promise full automation, but manual processes still happen behind the scenes.
There’s nothing wrong with services — but you should know what you’re buying.
Ask:
- Is this self-serve technology?
- Is a team manually launching campaigns?
- What scales when my store grows?
- What requires ongoing vendor intervention?
Transparency matters.
8. Does It Simplify Your Operations?
Dealerships are overloaded with dashboards.
Voice in one place. Text in another. Campaigns somewhere else. Reporting in a fourth tab.
The strongest platforms simplify your workflow.
Look for:
- A unified interface
- Cross-channel visibility
- Customizable automation
- The ability to step in where it matters
AI should reduce complexity — not add to it.
9. How Mature Is the AI Itself?
AI quality varies widely.
When you test it, push it:
- Interrupt it mid-sentence
- Ask non-standard questions
- Try off-script scenarios
- See how it handles objections
Does it respond naturally? Does it recover gracefully? Does it stay on brand?
That’s where maturity shows up.
10. Does the Vendor Feel Like a Long-Term Partner?
Finally, evaluate the company — not just the product.
AI in dealerships is evolving quickly. The platform you choose today will likely expand over time.
Ask:
- Are they investing in integrations?
- Are they improving customization?
- Do they understand fixed ops deeply?
- Do they have customer advocates who trust them?
You’re not just buying software. You’re choosing a strategic partner.
Final Thought
NADA reinforced something important:
Dealers are ready for AI. But they are no longer impressed by the idea of it.
They want production-ready solutions.
They want measurable outcomes.
They want platforms that simplify operations — not complicate them.
If you’re evaluating AI this year, raise your standards. Ask harder questions. Demand proof.
The right platform won’t just sound impressive in a demo — it will make your dealership run better every single day.
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