Recent Press

A recent study by Pied Piper has revealed that artificial intelligence is rapidly transforming the way automotive dealerships handle service calls, often outperforming human associates in key areas. The 2025 Service Telephone Effectiveness (STE) Study, which analyzed over 2,100 dealerships and 200 independent service centers, shed light on both the promise and limitations of AI in revolutionizing service operations.

The data indicated that dealerships relying on AI achieved an impressive success rate in handling service calls, with 91 percent of calls managed entirely by AI systems without any human intervention needed. These AI-handled calls often outperformed human associates, achieving an average STE score of 72, higher than the 2025 national dealer group average of 64. However, the study also highlights critical shortcomings, particularly when AI systems are unable to resolve certain calls and must transfer customers to human associates. When AI is not able to handle a request, it fails 56 percent of the time to transfer the customer to a human. This is where performance and customer satisfaction deteriorate significantly.

“A.I. now often outperforms human staff on service calls, but handoffs to people frequently fall apart,” said Cameron O’Hagan, Pied Piper’s Vice President of Metrics and Analytics. “Dealers must use A.I. as a tool—not a crutch—and stay committed to staffing and smooth transitions.”