AI-powered customer quiz streamlines dealership diagnostics before technicians start work
The first 40 dealerships that started using Pre-Diag shaved off about 40 minutes per diagnostic repair order, with those savings resulting from less time spent on diagnosing problems. At that rate, the productivity increases are dramatic; 1,000 repair orders would produce 40,000 minutes saved, or about 667 labor hours...
Customers at car dealerships using the Service Pre-Diag tool from myKaarma get treated to a short pop quiz about what’s plaguing their vehicles.
The artificial intelligence-powered tool provides a deeper dive into pre-diagnostics than technicians probably are used to receiving. Customers receive a link via text that asks a core group of questions aimed at developing a concise diagnosis, said Alka Nath, a senior product specialist at myKaarma.
Customers also can upload photos or videos that might help with a diagnosis, Nath said.
Pre-Diag poses one question at a time. Based on the responses, it dynamically responds with more related questions until it’s satisfied.
“We’ve seen some customers answer more than 25 questions,” Nath said.
The first 40 dealerships that started using Pre-Diag shaved off about 40 minutes per diagnostic repair order, with those savings resulting from less time spent on diagnosing problems. At that rate, the productivity increases are dramatic; 1,000 repair orders would produce 40,000 minutes saved, or about 667 labor hours, she said.
As a result, overall capacity increases, repair times decrease and customer visits decrease because repairs are fixed correctly the first time. That, in turn, boosts customer satisfaction, Nath said.
If a service department’s labor rate is $200 an hour, the Pre-Diag tool would effectively pay for itself after about 10 hours of labor saved, they said.
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