AI agents at the dealership, question by question

KPI Tech builds an AI agent platform for car dealer groups. We join dealer data into a single graph, and on top of it we run tools that call, write, watch deadlines and close tasks. We cover sales, service, F&I, marketing and BDC.

Sufler is the consultant agent: an AI assistant for sales staff, service advisors and BDC. It knows the customer, the vehicle and the history, and during a conversation it queries the knowledge graph and suggests what to say. It works in text and in voice, in a management role and in an employee role.

In Sufler, management sees data for the whole group and an employee sees only their own customers. Management asks about the group and gets an answer from the graph with a link to the actual records; an employee asks about their own portfolio. The role sets the scope, exactly as in the CRM.

The knowledge graph joins the customer, their vehicles, work orders, visits, contacts and consents into one record. We pull data from the DMS, the showroom CRM, telephony, mailboxes, manufacturer feeds and marketing, and merge duplicates on phone, email and chassis number. Every other tool works on that layer.

The Learning Loop checks what happened to scores and recommendations after they reached the CRM, and calibrates the parameters of the other tools on that basis. After a few months the recommendations are more accurate than at the start.

The Lead Validator checks leads from web forms and from Meta before they reach a salesperson: whether the contact is real, how hot the lead is, which model it concerns and when the customer plans to buy. The salesperson gets fewer empty enquiries.

The CRM Controller watches the quality and timeliness of work on leads: whether there is a note, a status and a next step, and how funnel conversion looks. It works on read-only access, so it changes nothing in the CRM.

The Prospector points out who has a reason to come back to the dealership. It comes in two variants: the service one looks at service intervals and warranty expiry, and the sales one at readiness to change the car and the end of a finance agreement. It hands the list to the Receptionist or to a person who makes the calls.

The Service Prospector points out service leads: dormant customers, recommended work left unbooked, service intervals, warranty expiry and service campaigns. Every reason is its own playbook, so you can see why a given customer is on the list.

The Sales Prospector looks for reasons to talk about a new car: readiness to change the car, the move from service to sales, the end of a finance agreement and part-exchange potential. The end-of-term playbook only runs where we have confirmed access to finance data.

The Quality Loop raises service quality and guards dealer reputation. It watches the post-visit SLA, catches dissatisfaction and complaints and makes sure they are put right. It invites customers to leave a review whatever they thought of the visit. We agree the scope with the importer’s quality programme.