It is undeniable that the use of artificial intelligence sparks debate. Replacing human-operated tasks with technology is always a topic of discussion. Although the mechanic profession is one of the least threatened by AI, it can still help deliver better service. In after-sales, AI can assist not only in performing diagnostics but also in personalizing after-sales service and optimizing processes in vehicle repair workshops.
This is the conclusion of a study by the consultancy Walker, titled “The Future of Customer Service,” which highlights that 80% of customers are willing to pay more for exceptional after-sales service. Personalizing the service, facilitated by AI-based recommendation systems, could play an important role in this regard.
For example, the consultancy suggests that AI could analyze customers’ purchase history and preferences to offer personalized suggestions to motorists who are workshop clients, helping to generate new business opportunities and potentially increase workshop revenue through additional sales.
Of course, implementing virtual assistants in workshop call centers would be another significant advancement, enabling automated 24/7 customer service and expanding the range of services available to clients.
In the area of service scheduling, AI can also be very useful. By considering multiple variables such as location and type of service required, AI could efficiently schedule mechanic interventions, ensuring customer satisfaction and optimizing workshop resources.
Historical analysis of vehicle maintenance and usage, as well as technical assistance to repair technicians via expert systems, is improving the accuracy and effectiveness of repairs and preventive maintenance. AI’s ability to identify failure patterns and provide quick diagnostics significantly speeds up after-sales service.
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