How AI is Powering Personalized Consumer Experiences
The most successful dealerships always put people first. It’s a tried-and-true formula that has endured the test of time, not only in automotive retail, but in the wider business world. So, what role does a decidedly non-human artificial intelligence play in the next generation of automotive sales, and why are so many dealers finding success with AI?
AI Isn’t Replacing Connection, It’s Empowering It
Even with the rapid emergence of AI and other modern convenience technologies (including automation), one thing hasn’t changed: Dealerships want to connect with car shoppers in a way that feels real. The irony of AI is that it’s empowering dealers to connect with shoppers better than ever before. It’s not removing the “real” human element, it’s actually helping dealers and consumers connect faster, more confidently, and more efficiently.
The Connection Between AI and Consumer Satisfaction
According to a recent Cox Automotive study, car shopper satisfaction is at an all-time high. So, what’s behind the numbers? Mark Vickery, AVP of Performance Management at Cox Automotive, attributes the rise in consumer satisfaction to an increase in personalization. In fact, those dealerships that are seeing the biggest gains are proactively providing more personalization, transparency, and control.
When a shopper feels like the sales team knows them—not just their name, but their shopping journey—that’s when satisfaction spikes. And that’s where AI comes in. AI is helping dealerships see what shoppers are browsing on Autotrader, what vehicle valuations they’re looking up on Kelley Blue Book, and what vehicles they’re researching on a dealership’s site. By collecting and analyzing consumer data, AI allows for smarter, more relevant conversations with consumers.
The Power of Predictive AI
Taking the technology a step further, AI has the power to analyze online activity and predict when a shopper is ready to buy. VinSolutions Predictive Insights with GenAI helps dealerships prioritize high-intent leads, coordinate outreach efforts, and create highly personalized messages with a click of a button like, “I’m thrilled to hear you’re interested in the Mazda CX-90! It’s a fantastic choice—packed with advanced safety features and spacious enough to comfortably accommodate a large family, making road trips with the kids a breeze. Based on your trade-in, I’m confident we can put together a great offer to get you behind the wheel of your new Mazda. Let’s make it happen!”
The technology does the heavy lifting. Your team builds the real human relationship.
AI Is a Strategy, Not Just a Technology
Dealerships that are seeing success with AI are doing more than simply turning on tools. They have a strategy in place with a trusted technology partner to leverage AI and personalize human connections. While successful dealers still put people first, AI is helping to support them in building real relationships, not replace them.
As personalization continues to become an important differentiator between dealerships, an investment in AI can help build real human connections—turning browsers into buyers and buyers into loyal, lifelong customers.
