Automotive AI for Service Departments: Shaun Sorensen on CDG Podcast

In Part 4 of the Pre-NADA AI Spotlight series on The Car Dealership Guy Podcast, Shaun Sorensen—CEO and Co-Founder of Kenect—dives into why the biggest growth opportunity in dealerships isn’t sales. It’s fixed ops.

Shaun explains how automotive AI for service departments is evolving into true dealership AI agents that help teams respond faster, reduce missed opportunities, and drive measurable outcomes through better customer engagement.

From inbound vs outbound AI for dealerships to the power of dealership customer communication automation, this conversation highlights how AI is unlocking the next era of service performance—where personalization and speed translate directly into appointment volume and revenue.

The real dealership profit pool is in Fixed Ops

Many dealerships focus heavily on vehicle sales to drive growth, but Shaun explains why the most overlooked opportunity is the service lane. Fixed ops offers repeat visits, higher lifetime value, and more predictable revenue—if dealerships can engage customers consistently. With the right systems in place, fixed ops service revenue growth becomes less about working harder and more about responding faster and following up smarter.

‍“The biggest untapped profit pool in dealerships isn’t sales—it’s service.”

AI Agents are becoming the next dealership employee

The role of AI in automotive is changing quickly. What started as basic automation is now turning into dealership AI agents that can handle real workflows—supporting teams with customer conversations, service scheduling, and follow-up. Shaun shares how this shift helps dealerships stay responsive even when staff is busy, short-handed, or overwhelmed with calls and messages.

This is where dealership customer communication automation stops being “nice to have” and becomes a competitive advantage.

‍“AI agents are moving from ‘assistive tools’ to full-on employees.”

Inbound vs. Outbound AI: Where service revenue gets unlocked

A major theme in the episode is the difference between inbound and outbound engagement—and why dealerships need both. Inbound vs outbound AI for dealerships isn’t just a technical distinction; it directly impacts revenue.

Inbound AI helps dealerships handle incoming customer needs quickly—calls, texts, appointment requests, and questions—so nothing slips through the cracks. Outbound AI is what drives proactive revenue: service reminders, follow-ups, and personalized outreach that keeps customers coming back at the right time. Combined, these capabilities support AI for service appointment scheduling and help service departments fill more bays with less manual effort.

‍“Inbound vs. outbound AI isn’t just a feature difference—it’s a revenue difference.”

Dealer trust, real risks, and personalization that drives results

Shaun also addresses what dealers worry about most when it comes to AI: accuracy, customer trust, and staying in control of the customer experience. He explains why AI must be implemented responsibly—with guardrails, brand consistency, and measurable outcomes.

The biggest win, however, comes from personalization. When dealerships use data to tailor messaging and timing, AI becomes more than automation—it becomes a revenue driver. Shaun shares how personalized service reminders using AI are already helping forward-thinking dealerships produce major results and unlock long-term retention.

“Dealers don’t just want automation—they want control, confidence, and real ROI.”

Ready to unlock more service revenue without adding headcount?

Kenect helps dealerships modernize service operations with AI that responds instantly, follows up automatically, and delivers a better customer experience at scale. If you’re looking for a smarter way to increase appointments and retention, Kenect Service AI can help.