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AI often beats humans in service call quality, but challenges remain, Pied Piper study says
July 2025
Across dealerships, the effectiveness of service calls is improving — increasingly with the help of artificial intelligence.
The 2025 Pied Piper Auto Dealer Group Service Telephone Effectiveness Study showed improvements across a majority of dealerships. Industrywide, average telephone service performance was up six points since 2023 with an average score of 64 this year. It was 60 in 2024.
The study also looked at how dealerships are using AI to change how they handle service calls.
Pied Piper conducted the study by calling 2,105 dealerships representing 26 of the largest U.S. auto dealership groups. They also called 200 independent service centers for comparison.
Each service center and dealership got a Service Telephone Effectiveness score ranging from zero to 100 calculated using more than 30 measurements tied to practices most likely to improve customer loyalty and service revenue. Dealership group scores were given as an average of their individual dealership performances.
