Over the past two months, our BDC was selected to partner with A.I. technology across 10 new stores representing multiple groups: highline, import, and domestic. The goal was simple: test how human agents and artificial intelligence could work together for stronger service scheduling results.
But something unexpected happened.
Within a few weeks, our team unintentionally replaced the A.I.
Not because the technology isn’t promising, but because the data, and the dealerships, made it clear that humans still deliver better results where it matters most.
Here’s what we learned, and what you should ask when evaluating A.I. for your service department.
1. Higher Upsell Rates
Our labor hours per R.O. skyrocketed because our agents are coached to think beyond the appointment.
We proactively search for:
- State inspections
- Recalls
- Previously declined services
- Dent and ding opportunities
- Mileage-based recommendations
If you’re vetting an A.I. platform, ask directly:
“Will your A.I. complete full-service upsell reviews for my customers?”
Most won’t, and that alone creates a major gap in profit potential.
2. Better Customer Satisfaction
Our agents are friendly, conversational, and genuinely helpful on the phone.
A.I. may be efficient, but it can’t replace the warmth and confidence customers feel when speaking with a real person, especially in service, where trust determines appointment success.
3. Customers Want a Choice
One of the most important lessons we learned was to
always give customers the option to choose A.I. or a live representative.
When people feel forced into automation, satisfaction drops. When they choose it, adoption rises naturally.
4. Scheduler Optimization Still Requires Humans
Our Account Managers work closely with partners to fine-tune schedulers by:
- Labor type
- Op-code
- Hours
- Appointment distribution
This level of strategic adjustment ensures bays are filled properly, not overloaded, and not left idle. A.I. cannot fully replace this kind of operational coaching (yet!).
5. A.I. Didn’t Fill Bays. Humans Did.
Dealerships simply were not responding to outbound A.I. calls or texts for service scheduling.
To stay profitable, we recommend a store to attain the following:
- Average one scheduled appointment per hour
- Stay booked out 1–2 weeks, even during slow months
If you’re not seeing that level of demand, your financials will start to suffer.
6. Real-Time Chat Matters
Our stores communicate with our agents seamlessly through chat tools and dealership scheduling software. It’s fast, efficient, and removes the robotic unknowns that come with automated responses.
7. A.I. Isn’t Always Cheaper
Surprisingly, in several cases, the A.I. solution cost more than having a trained human answer the phone.
Prices will come down eventually, but today, that ROI isn’t always there.
8. A.I. Has a Turnover Problem
When vetting a provider, ask:
“What is your turnover rate?”
You may be surprised.
Right now, 70% of customers still request a human, even when A.I. is an option. And that’s not something dealerships can afford to ignore.
9. We’re 24/7 and Based in the USA
Many dealerships choose A.I. or offshore call centers for expanded hours or tighter budgets.
But this is not where you want to cut costs.
Your service drive is the backbone of your dealership, and customer communication should reflect that.
Our agents are U.S.-based, trained, and available 24/7, ensuring every customer receives top-tier service without compromise.
A.I. Isn’t the Enemy. It’s the Partner!
If you know Sara and the EliteBDC company, you know we love technology.
We are actively vetting custom and established A.I. companies to partner with Elite BDC for both service and sales support. This is a two-way relationship. A.I. learns from humans, and humans grow through A.I.-driven insights.
The future is not human versus A.I.
The future is human + A.I. working together to elevate dealership performance.
And as our recent experience shows, the human element remains powerful, and profitable, in today’s service drives.
