Voice AI for dealership sales and service

Voice AI requires separate rules for inbound, outbound, sales, service and sensitive topics plus a reliable human escape path.

Start with Voice AI & virtual BDC, Service BDC & call handling, AI lead handling & follow-up. The exact stack depends on the dealer’s OEMs, market, rooftops, current systems and operating model.

Require the provider to demonstrate: Intent and use-case boundaries Latency, interruption and transfer Consent and prohibited topics Transcript, appointment and task write-back Use representative dealer records and include exceptions, not only the ideal path.

Identify every system that creates, reads or changes the same customer, vehicle, deal, repair-order, payment or marketing record. Confirm products, fields, direction, timing, fees and support on both sides.

Compare the same rooftops, users, volumes, modules and term. Include implementation, migration, hardware, usage, communications, data, integrations, annual increases and offboarding.

Document routine access, exports, identifiers, history, attachments, retention, deletion and transition assistance. Test a representative export before depending on it.

Identify scope, dependencies, service responsibilities, change rights, renewal, increases, suspension, termination and exit obligations for qualified dealer and professional review.

Choose a baseline, operational outcome, quality guardrail and adoption measure before launch. Reconcile reported results to source systems and disclose exclusions.