#United States #Dayton #Reynolds #Appointment AI #STELLA AI

Reynolds and STELLA AI Unveil Appointment AI at NADA 2025

The automotive industry is on the cusp of a significant transformation with the introduction of Appointment AI, a cutting-edge tool launched by the Reynolds and Reynolds Company in partnership with STELLA AI. This revolutionary AI technology aims to streamline customer interactions within automotive dealerships, ensuring a more efficient and personalized service experience.

At the core of Appointment AI is its ability to handle customer service calls 24/7, addressing a crucial pain point for dealerships where nearly one-third of incoming phone calls go unanswered, particularly those directed to service departments. Industry studies reveal that this lapse in communication can have dire consequences, with about 70% of customers hanging up within just 30 seconds of being put on hold, many of whom never return for service. The stakes are high; falling short in customer engagement can mean lost revenue and damaged reputations.

Rich Sands, CEO of STELLA AI, highlighted the partnership as a monumental step towards solving inefficiencies in call handling. He emphasized that Appointment AI will eliminate missed calls, thus significantly enhancing the customer experience by leveraging advanced conversational AI technology specifically tailored for high-performing auto retailers. The unified data platform not only connects customers with the dealership but also creates a frictionless interaction that boosts customer satisfaction and retention rates.

Jason Sideris, the vice president of fixed operations product management for Reynolds, further elaborated on the technology’s functionality. Appointment AI seamlessly integrates with Reynolds’ Spark AI Unified Data Layer, allowing it to identify returning customers and tailor interactions accordingly. This level of personalized attention can profoundly influence customer decisions and foster loyalty.

Apart from benefiting customers, Appointment AI also aims to relieve dealership staff from the burdens of routine booking tasks, thereby allowing them to concentrate on providing high-touch, face-to-face service for complex customer needs. Sideris commented on the importance of making customers feel prioritized, especially when they reach out for assistance regarding vehicle issues. He noted, "Day or night – before, during, or after hours – it doesn't matter; customers need to feel their concerns are paramount. Appointment AI enables us to respond effectively without holding up dealership operations."

The expected outcomes of implementing Appointment AI are substantial. By replacing human inefficiencies with intelligent automation, dealerships stand to gain not only in customer satisfaction and service retention but also in sales revenue as they capitalize on every available opportunity. According to industry data, the tool promises a transformative approach that will ultimately drive better business results. Demonstrations of Appointment AI will be featured at the Reynolds booth (#1751) during NADA 2025, promising attendees a firsthand look at how artificial intelligence can reshape the automotive service experience.

As the partnership between Reynolds and STELLA AI unfolds, it serves as a reminder of the potent role artificial intelligence can play in modernizing traditional industries like automotive retail. With tools like Appointment AI, dealerships are well-positioned to enhance operational efficiency, improve customer interactions, and increase overall profitability, all while safeguarding client data with robust security measures.