My business partners and I have been developing an AI calling agent that has access to live inventory of your dealership. This is just one part of our CRM that we are working on right now.
Here is a link with a demonstration of the AI caller:
Login to view embedded media
View: https://youtu.be/4a8dkytQzLc
I was just hoping to get some feedback from any dealerships currently using one or even just a dealership that is looking to get into AI automation. We want to make this as good as possible, so any feedback or comments are very appreciated!
Conversational AI is evolving rapidly, and we believe it’s essential for dealerships to integrate AI agents into various aspects of daily operations.
Kudos on developing Samantha—creating an AI that can handle the many variables of a customer interaction is no small task. It’s incredibly challenging to anticipate every possible question, provide accurate and relevant responses, and still guide the conversation toward a meaningful outcome, like setting an appointment.
This is a strong effort, and I’m sure you’ll continue refining it.
Since you asked for feedback, here are a few areas where we believe there’s room for improvement—not as a critique, but as opportunities to enhance the natural flow and effectiveness of the conversation.
This conversation between Samantha, the AI assistant, and John, the potential customer, does feel unnatural and rushed. Here are the key issues and ways the AI assistant could have handled the conversation better:
Critique of the Conversation
- John’s Openness Feels Unnatural
- John starts by saying he's "thinking about buying a new car" without specifying any details. Most buyers already have at least a rough idea of what they’re looking for—whether it's an SUV, a truck, a sedan, or something else.
- He then suddenly defines his needs in a very structured way: "I like to go camping, biking, and skiing." While this isn't impossible, it sounds scripted rather than how a real customer would gradually reveal their needs.
- Samantha’s Inventory Response Lacks Depth
- Samantha jumps from John’s general needs to listing vehicles without explaining why these cars are good for his activities.
- She provides only the model, year, and mileage—but nothing about their features, trim levels, or why they might suit his adventures.
- Instead of giving a brief description of each (e.g., "The Wrangler is a great off-road SUV, while the Santa Fe is a comfortable all-wheel-drive option"), she just lists them as if John is supposed to know all the details.
- The Phrase "Which One Catches Your Eye?" Feels Odd
- John hasn’t seen the vehicles. A better way to phrase this would be:
"Would you like more details on any of these, such as features, history, or pricing?"
- The lack of price details is also a problem. John specified a $60,000 budget, but Samantha doesn’t confirm how these vehicles fit within it.
- John’s Quick Decision Feels Forced
- He goes from hearing three basic options to saying, "Can I test drive the Mitsubishi?" without asking for any details like pricing, features, or condition.
- In reality, customers usually ask follow-up questions before committing to a test drive.
- No Discussion of Test Drive Preparation
- Samantha should have confirmed if John wants any additional details before locking in the test drive.
- She also missed an opportunity to set expectations:
- Will he need to bring anything (like a license and insurance)?
- Will a salesperson be there to answer questions?
- Will the car be ready and gassed up for him?
How the AI Assistant Could Improve
- More Natural Discovery Questions
- Instead of asking, "What kind of car are you interested in?" Samantha could guide the conversation with more real-world questions:
- "Are you looking for something rugged, like a Jeep, or something more comfortable for long trips?"
- "Do you need all-wheel drive for winter skiing trips?"
- This way, John can express preferences organically, rather than giving a structured "adventurer" description.
- Present Vehicles in a More Engaging Way
- Instead of a plain list, Samantha should provide:
- A brief selling point for each car (e.g., "The Wrangler is a classic for off-road fun, while the Santa Fe has great cargo space for your gear.")
- Basic pricing to confirm they fit within John’s budget.
- Whether the vehicles are new or used (which wasn’t mentioned at all).
- Example:
"I found three great options for you. There's a 2014 Jeep Wrangler Unlimited Sport, a rugged off-roader that's perfect for camping and skiing trips, priced at $XX,XXX. We also have a 2016 Hyundai Santa Fe GL with all-wheel drive, which is great for winter conditions, and a 2019 Mitsubishi ASX, which is the newest option with a smooth ride. Would you like more details on any of them?"
- Give John More Control Over His Decision
- Instead of rushing to "Which one catches your eye?" the AI should encourage more interaction:
"Would you like to know more about their features, pricing, or test drive availability?"
- Make the Test Drive Setup More Customer-Focused
- Instead of just jumping to a time slot, Samantha should:
- Offer flexibility: "Would you like to come in this week to check them out and take a test drive?"
- Set expectations: "You’ll be able to test drive and ask any questions with one of our specialists. Do you have any preferences for what you'd like to check during the test drive?"
- Leave the Door Open for Further Engagement
- At the end, instead of just saying "Is there anything else I can help you with?" Samantha could:
- Offer a follow-up: "I'll send you the details on the Mitsubishi ASX, and you can reach out if you have any questions. Sound good?"
- Remind him of next steps: "You'll get an email confirmation with your test drive appointment. If anything changes, feel free to reschedule using the link!"
Final Thoughts
- This AI conversation rushes John through the sales funnel unnaturally—from having no idea what he wants to booking a test drive within a minute.
- Samantha needs to be more conversational and customer-focused, guiding John without making assumptions.
- She should provide better details on vehicle features, pricing, and suitability.
- The phrasing needs to be adjusted to feel natural, especially with questions like "Which one catches your eye?" when John hasn’t seen anything.
Here’s a more natural and customer-focused rewrite of the conversation between Samantha (the AI assistant) and John (the potential customer). This version improves flow, engagement, and detail while guiding John without making assumptions or rushing him.
Improved Conversation Flow
Introduction
Samantha: Hi, thanks for calling Vita Motors! My name is Samantha. How can I help you today?
John: Hey, this is John. I'm thinking about buying a car. I saw you guys online.
Samantha: That’s great, John! Are you looking for something specific, or are you still exploring your options?
Understanding John's Needs
John: I’m not exactly sure yet, but I want something I can take on adventures. I like to go camping, biking, and skiing.
Samantha: That sounds like a lot of fun! So you’re looking for something that can handle different terrains and carry your gear? Do you usually drive off-road, or do you want something more comfortable for long trips?
John: A little of both. I’d like something that can handle rougher roads but still be comfortable on highways.
Samantha: Got it! Do you have a preference for SUVs, trucks, or crossovers, or are you open to different styles?
John: Probably an SUV or something similar.
Introducing Relevant Options
Samantha: That makes sense! I can check what we have in stock that fits your needs. Do you have a budget range in mind?
John: I’m looking to stay under $60,000.
Samantha: Perfect. I’ll pull up a few vehicles that fit your budget and are great for adventures like yours. One moment...
(brief pause for effect)
Samantha: Here are a few options that might work for you:
- 2014 Jeep Wrangler Unlimited Sport – A classic off-road SUV with 87,300 miles. It’s great for rugged trails and comes with removable doors and a hardtop.
- 2016 Hyundai Santa Fe GL – A spacious all-wheel-drive SUV with 80,900 miles, good for long trips and carrying gear.
- 2019 Mitsubishi ASX – A newer compact SUV with 103,727 miles. It has good fuel efficiency and a smooth ride.
Would you like more details on any of these, such as features, history, or pricing?
John Expresses Interest
John: The Mitsubishi sounds interesting. Can you tell me more about it?
Samantha: Absolutely! The 2019 Mitsubishi ASX is a fuel-efficient compact SUV with all-wheel drive, making it good for winter roads. It has a spacious cargo area for camping gear and a modern infotainment system. It’s priced at $XX,XXX.
Would you like to come by and check it out in person? We can also set up a test drive if you’d like.
Scheduling a Test Drive
John: Yeah, I’d like to test drive it.
Samantha: Great! We have availability for test drives this week. Do you prefer a weekday or weekend?
John: Tomorrow works.
Samantha: Perfect! We have test drive slots open at 8 AM, 11 AM, and 2:30 PM tomorrow. Which time works best for you?
John: Let’s do 2:30.
Samantha: You’re all set for a 2:30 PM test drive of the 2019 Mitsubishi ASX tomorrow. I’ll send you a confirmation email with the details. You can reschedule if needed using the link in the email.
Do you have any other questions, or would you like me to send details on any other vehicles before your visit?
John: No, that’s all for now. Thanks, Samantha!
Samantha: You’re welcome, John! Looking forward to seeing you tomorrow. Have a great day!