As the automotive industry is on the brink of transformation, dealerships face shifting customer needs, the rise of electric vehicles (EVs), and the integration of advanced technologies like artificial intelligence (AI). 

CBT News spoke with Tasso Roumeliotis, the CEO and Founder of Numa– the AI platform transforming automotive dealerships to share his expert predictions and insight on how dealerships can navigate these changes and leverage artificial intelligence (AI) to stay competitive. 

Q: What are the biggest shifts you predict will impact service departments, particularly around technology and AI integration?

Tasso Roumeliotis: I think we’ll continue to see the decline of outsourced appointment call centers. While their role is straightforward, they often operate inefficiently and frustrate customers. Instead, service departments will adopt advanced technology that integrates AI and keeps on-site personnel involved. This reduces the administrative burden while enhancing interdepartmental communication and customer service.

Q: What role will predictive maintenance play in the service department?

Roumeliotis: AI tools will enable service departments to better understand each vehicle’s health. This allows dealerships to proactively address maintenance issues before they escalate. Predictive maintenance benefits customers by minimizing major repairs and fosters loyalty, as customers see their service provider as a trusted partner. Additionally, dealerships can generate more revenue by addressing pre-diagnosed issues instead of losing customers to aftermarket shops when problems arise.

Q: With the industry focusing on cost reduction, what role will AI play in helping dealerships streamline their service operations while maintaining high customer satisfaction?

Roumeliotis: Labor turnover is a major cost driver for dealerships, and AI can help alleviate this by reducing the administrative workload employees face. When AI handles mundane, repetitive tasks, employees experience higher job satisfaction and can focus on delivering exceptional customer service. AI essentially acts as a co-pilot, giving employees “superpowers” to serve more customers efficiently while maintaining a personal touch.

Q: Looking toward 2025, what advice would you give dealership personnel to stay competitive and maximize the benefits of AI in their service operations?

Roumeliotis: AI’s greatest strength is automating repetitive tasks, which make up about 80% of dealership operations. Dealerships should prioritize implementing AI to handle these tasks, freeing up their staff to focus on engaging with customers more meaningfully. This strategy enhances the customer experience with faster, more personalized service and allows dealerships to run leaner without sacrificing quality.

According to Roumeliotis, he believes that service departments will also face broader challenges in 2025, including shifts in customer behavior and the rise of EVs- such as:

• Increased Repair Orders: As financing options improve, more customers will be able to address deferred repairs, leading to larger repair orders and higher demand for skilled technicians.
• EV Maintenance Evolution: With fewer routine needs like oil changes, EV service will pivot toward tire rotations and battery health monitoring. Retaining customers will be critical to maintaining service revenue streams.
• AI Integration Across Operations: Tools like Numa, already supporting over 600 dealerships, will become indispensable for streamlining workflows, reducing administrative burdens, and improving interdepartmental communication.

By embracing AI and focusing on predictive maintenance, dealerships can stay ahead of the curve, address labor market pressures, and deliver exceptional service in 2025 and beyond.