Used Car News, 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.”