Using a self-service kiosk, shops can prioritize convenience, security and customer care, as well as answer inquiries about new and used parts, accessories and solutions
Auto shop owners are starting to add virtual employees using a self-service kiosk — when a customer needs help or information, they walk up to a system interface that serves as a virtual helper.
It’s not just fantasy. Virtual workers at in-person locations are increasingly popular. Even some hotels and office buildings have virtual security guards or door people. A fried chicken shop in New York City, for example, went viral last year for having a virtual cashier in from the Philippines.
A virtual shop employee would be a countertop kiosk to receive customers and engage them to potentially sign-in for their scheduled appointment, state their vehicle concerns and symptoms, take advantage of discounts, and … well, pretty much anything to help get the ball rolling.
Picture a kiosk next to locker boxes containing keys to vehicles. A code would remotely unlock a lock box where the customer can retrieve their key and go out to the parking lot, locate their car and drive off.
As the automotive industry embraces digital transformation, the demand for seamless, efficient, and personalized customer interactions has never been higher. Virtual AI-driven assistants and chatbots are redefining how shop owners connect with their customers. Automotive self-service kiosks can now answer inquiries about new and used parts, accessories and solutions.
“It makes me think of when I go to the bank and a pneumatic tube system connects you to a teller,” stated Barry Thomas, President and CEO, BECCA Inc. “The auto shop would have a similar setup with a monitor and a credit card machine. Press the screen and a virtual agent shows up.”
By automating routine queries, virtual assistants free up human agents to handle complex tasks, improving overall efficiency. Unlike human agents, virtual agents can handle multiple interactions simultaneously, streamline service bookings and send reminders, reducing waiting time and operational costs.
“Data is the backbone of intelligent decision-making,” said Wade Riddering, CEO of Environmental Regulatory Compliance, LLC, adding that shops can use AI-driven models to optimize the performance of their virtual assistants, ensuring continuous improvement. “From predictive analytics to personalized recommendations, AI solutions enhance customer experience while driving efficiency.”
Virtual assistants leverage data to offer personalized recommendations, such as maintenance tips or service packages based on a customer’s vehicle history. This personalized commitment enhances the customer journey, building trust and increasing loyalty.
Additionally, chatbots act as virtual sales agents, suggesting complementary products or promotions, which boost upselling and cross-selling opportunities.
The future of the automotive industry lies in digital innovation. Virtual assistants and chatbots are not just tools — they’re essential components of today’s focus on customer convenience, communication and cost-efficiency.
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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