Ford And Lincoln Dealers Get New AI Tool To Manage Customer Interactions

Artificial intelligence (AI) is everywhere these days, and a tool that many folks use frequently – including Ford CEO Jim Farley himself. While it certainly isn’t perfect, AI can be useful for a variety of purposes, and that includes keeping tabs on automobiles. Ford is rolling out an AI assistant feature to its owners right now, which is capable of giving them vehicle information and personalized support, in fact. Now, Ford and Lincoln dealers are getting a new AI tool of their own.

This new tool comes via a company called myKaarma, and it’s called AI Lead Management. This particular piece of technology is actually made up of four different categories – ServiceConcierge, which answers customer calls and handles scheduled 24/7, Service Pre-Diag, which interviews customers regarding their concerns and collects details before they arrive, a scheduling feature that uses the dealer’s schedule and availability, and a follow-up service that automates the outreach process.

ServiceConcierge is capable of booking more than 20 percent of a dealership’s appointments per month, including when it’s closed, saving Ford and Lincoln sellers more than 25 hours a month. Customers also spend less time on the phone, with time-to-book reduced by nearly 50 percent and the average appointment booked in under one minute and 30 seconds, according to myKaarma.

The new AI Lead Management tool is now available across multiple areas of the service operation at Ford and Lincoln dealers, and myKaarma is an approved technology provider for end-to-end service lane technology, as well as a Preferred Service Lane Technology Partner.

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