Impel CEO and AI expert Devin Daly believes the fractured nature of dealership operations should convince those who are ready to invest in AI that “generic” solutions like ChatGPT may be helpful but can’t create the “control layer” dealers need to manage workflows and customer expectations.

In a wide-ranging Q&A with citybiz, Daly notes that, while a standalone AI agent may effectively engage with a customer, it is unlikely to follow or fully comprehend the journey they undertake when making large and complex purchases.

“In automotive, that requires AI trained on vehicle attributes, service intervals, equity positions, OEM programs, compliance requirements and real dealership communication patterns,” Daly says. “But it also demands tight integration with the industry ecosystem: dealer management systems, scheduling tools, inventory systems, digital retailing workflows and the operational processes that vary dealer to dealer.”

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