Study: Technology, AI Empowers Dealers Featured

By Staff Writer September 26, 2019

A new study from Cox Automotive shows that 72 percent of dealers believe automation and artificial intelligence (AI) technology will empower employees and improve customer satisfaction, without reducing staff.

The Cox Automotive Car Buyer Journey also shows 67 percent of consumers believe personalization technology will improve the car-buying process. In addition, 76 percent of consumers expect auto dealers to know something about them before they walk into a showroom floor.

“AI is not just a buzzword, “said Marianne Johnson, chief product officer at Cox Automotive. “It’s already impacting the way consumers gather information about cars, learn about which car to purchase, and decide when to interact with a dealer. Artificial intelligence is also helping dealers become more efficient and transparent and deliver a better consumer experience.”

Staying in touch after the purchase is important as well, the new study shows. More than 8 in 10 consumers want to hear from their dealership in some capacity after a vehicle purchase, a process that can be automated with AI technology.

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Last modified on Thursday, 03 October 2019 15:01

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