AI is more likely to enhance the skills of a technician rather than replace them and also help streamline shop processes and claims
While artificial intelligence (AI) is transforming the automotive industry as it moves — carefully — toward self-driving vehicles, AI is also being used for diagnostics and predictive maintenance. And more.
Take, for example, Volkswagen that has adopted AI for predictive maintenance, enhancing vehicle reliability and customer satisfaction. GM, too: through its AI-powered platform, GM integrates predictive analytics to improve vehicle diagnostics, maintenance schedules, and production planning.
But AI still has a way to go and are is more likely to enhance the skills of a technician rather than replace them. It’s a tool, not a magic wand. Yet.
Similarly, it is also true for shop management: AI can improve efficiency and streamline operations. Here are just a few ways AI can assist repair shops outside of service bays:
- Automation of Routine Tasks: AI can automate tasks like data entry, document processing, and information retrieval, freeing up employees to focus on more complex responsibilities.
- Faster Response Times: AI-powered chatbots and virtual assistants can provide instant and exact information to customers, reducing waiting times and improving customer satisfaction.
- Predictive Analytics: AI can analyze historical data to predict future needs and trends, aiding in better resource allocation and planning.
- Data-Driven Insights: AI can quickly analyze large datasets to extract meaningful insights, helping shop owners make more informed and evidence-based decisions.
- Personalized Services: AI can provide personalized help and support to customers based on their individual needs and preferences.
- Enhanced Customer Engagement: AI can foster stronger relationships between auto shops and customers by improving communication and feedback mechanisms.
- Fraud Detection and Prevention: AI algorithms can detect patterns and anomalies indicative of fraudulent activities, safeguarding customer, and insurance company payments.
- Improved Cybersecurity: AI can help shop owners watch unusual network activity and find vulnerabilities, strengthening cybersecurity defenses.
AI and claims processing
The COVID-19 pandemic accelerated the adoption of virtual inspections and the use of photos for claims processing; auto shops and insurance companies were already moving in the AI direction before the pandemic.
Prior to 2020, insurers were starting to use technology like AI and machine learning for policy pricing. Auto shops, particularly for auto claims, were already using mobile applications and photo submissions.
Today’s technology significantly increased the use of virtual claims handling, leading to a swift transition for insurers who had it on their long-term roadmap. This shift provided potential advantages like reduced costs associated with in-person inspections, improved customer satisfaction and faster processing times. Using images allows adjusters to manage more claims per day compared to field visits.
AI isn’t about replacing workers but rather augmenting their skills and enhancing the overall auto repair process. While there are challenges to consider, embracing these advancements can lead to increased efficiency, improved accuracy, and better customer experience, setting shops up for success in the evolving automotive landscape.
Steven E. Schillinger is an accredited Professional Engineer and often speaks at auto industry meetings about EPA, OSHA and Fire Marshal regulations. He is certified for ANSI/ASHRAE/USGBC/IES Standard 189.1-2014 and works with companies to resolve and remove environmental, health and safety violations.
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