In a recent discussion, Chief Data Officer Ben Flusberg and Vice President of AI and Machine Learning Jodi Blomberg outlined how dealers can harness the power of AI to unlock competitive advantage without sacrificing human touchpoints and experiences. To bring this to life, they introduced several personas, illustrating how AI can positively shape each stage of the dealer and customer experience.
Sarah the Consumer and a Dealership Salesperson
In the past, consumers typically began their vehicle journey with a basic internet search. Today, by the time someone like Sarah reaches out to a dealership, she’s already completed much of her research using generative AI platforms that deliver faster, more tailored insights. That shift reshapes her expectations. Sarah now anticipates a timely, personalized follow‑up; something dealers can deliver with tools like the VinSolutions Virtual Assistant. These 24/7, AI-powered systems help capture Sarah’s preferences, her trade-in deals, and even help her set up an in-person appointment. The opportunity isn’t to replace people, but to empower sales teams by freeing them from the busywork of data entry and scheduling so they can focus on building trust and closing the deal.
Ron the Service Tech
When a vehicle pulls into the service lane with a check engine light on, a technician like Ron typically must take time to diagnose the issue by scanning codes, consulting manuals, or even seeking advice from another tech. With AI, however, diagnostic codes can be analyzed against millions of prior service cases to identify common causes and recommend repairs. This creates clear guidance for Ron to follow while still being able to apply his own expertise and verifying the work with confidence. Ultimately, this results in a more efficient service bay, lower costs, faster turnaround times, and an overall better experience for both the tech and customer.
Josh the Inventory Manager
Inventory managers make high-stakes decisions every day about what vehicles to acquire, what to pay, how to price them, and how long they should stay on the lot. Before AI, inventory managers like Josh relied largely on personal experience and data scattered across systems. Now, tools like vAuto’s ProfitTime GPS, allow Josh to gauge real-time demand by zip code or even predictions about which vehicles are most likely to sell, streamlining his job. And with access to comprehensive historical data, Josh can automate his workflows, spending less time in spreadsheets and more time moving inventory.
In Summary
The takeaway is clear: dealers can no longer afford to wait. Flusberg and Blomberg emphasize that integrating AI into everyday workflows is essential to staying competitive; not by replacing people, but by empowering them. Dealerships that invest in empowering their workforce with AI tools will be best positioned to gain a lasting competitive advantage.
