The Real Role of AI in Service Retention

Описание: Visit the Retention Roadmap Website: https://drivesure.com/podcast/

The service drive isn’t always where customers decide to leave. More often, it happens after hours, between visits, or during a second call that never gets answered. Nothing dramatic, but just enough friction for a customer to try somewhere else.

In this episode, sponsored by DriveSure, Bill Springer is joined by Sean Hartman, Founder of Toma AI, to explore how AI can help dealerships capture and resolve these moments without sacrificing trust or personalization. Sean shares where communication most often breaks down in fixed ops, how adoption matters just as much as capability when introducing new technology, and why AI should be designed to support service teams. The conversation also dives into what dealerships should measure early on to ensure AI is actually improving retention, not just efficiency.

What we discuss in the episode:
Where service communication breaks down most often and why customers notice
How missed calls and stalled conversations quietly erode trust
Why AI adoption depends on design, transparency, and continuity
Which interactions AI handles well today and when human empathy still matters most
The KPIs that matter when rolling out AI in service operations

Jump to a specific topic:
00:00 - Introduction
01:27 - Where Customer Service Breaks Down Most
04:44 - Using AI to reach customers the right way
09:34 - Disclosing the Use of AI to Dealership Customers
11:18 - Complex Capabilities of Dealership AI Agents
13:20 - The Impact AI Agents Have on Retention
17:01 - What Kind of Access to Data do Toma AI Agents Have?
19:03 - Early Implementation KPIs to Look Out For
21:37 - Analyzing Customer Approval of AI Agents
23:37 - What to Prioritize Next
26:02 - Employee Adoption of AI Agents
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💻 Resources from this Episode:

Check out Toma AI: https://www.toma.com/
Contact Sean via email: [email protected]
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📲 Social Media:
• Connect with Bill on LinkedIn:   / billspringerdrivesure  
• Connect with Sean on LinkedIn:
  / sellfromthehart  
• Follow Retention Roadmap on LinkedIn:   / retention-roadmap  

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