Autoparts embraces AI efficiency
Autoparts believes speed, accuracy and customer service are the defining factors that separate a good motor factor from a great one. The distributor has embraced AI, not as a buzzword but as a practical tool to simplify its day. Nick Edwards explains.
The first major area where we’ve harnessed AI is in how we access and interpret our business data. Like many factors, we generate a significant volume of information every day across sales, deliveries and customer management. Traditionally, finding specific insights meant running the same reports or using costly analysis software.
Our AI chatbot changes this dynamic completely. Staff can now interact with our sales, delivery and CRM data in plain language. Whether it’s pulling up live sales figures, tracking the status of a delivery, comparing product group sales or reviewing account details for a key customer. The AI provides instant responses, based on the data. This means our team spends less time digging through multiple systems.
Conversational AI for customer calls
One of the biggest challenges in our trade is ensuring customers can reach us quickly – even outside of standard opening hours. What began as a test case has now developed into our AI-powered conversational assistant, which answers telephone calls whenever our team cannot.
This system doesn’t just take messages; it engages with customers in real time. It can handle general business queries, capture vehicle registration numbers, check in-house stock and pricing, and even extend its reach into supplier warehouses. If a part isn’t available in our own store, the AI can provide estimated delivery times from our suppliers.
The result is that workshops and trade customers never hit a dead end; they always get timely, relevant information that helps them keep their own work flowing. For us, it means peace of mind knowing our customers are supported 24/7, without adding additional staffing costs.
We call the AI ‘Harv’, after Harvey who established the business. Looking ahead, Harv could be extended to recognise telephone numbers, allowing it to greet callers by name and provide accountspecific pricing.
Recognising the faults
While the benefits of AI are clear for us, it’s not without its faults. These systems need monitoring and regular fine tuning to ensure they perform correctly. A useful reminder of this came when our AI telephone answering service began quoting the price of a single brake disc as if it were for a pair. Naturally, one weekend a number of retail customers quickly took advantage of what seemed like a bargain price!
Although the issue was identified and rectified swiftly, it demonstrated the need for oversight. AI can streamline processes and improve service, but it cannot be left entirely unchecked. Regular monitoring and adjustment remain essential to prevent small errors from becoming costly mistakes.
We also experimented with how Harv introduced himself. When the AI declared itself as such, some callers were hesitant; when it didn’t, customers spoke more naturally, but Harv often struggled with sarcasm. Choosing the right voice was equally important. We settled on a local Welsh accent, which felt more authentic than a generic friendly American!
Looking ahead
AI will never replace the relationships and expertise that are the hallmark of the motor factor trade. What it can do – and is already doing at Autoparts – is streamline operations and enhance customer interactions. By integrating AI into our business, we’re not trying to reinvent the wheel; we’re making sure it turns more smoothly.
Our next step is to integrate the two AI systems, allowing a sales representative to telephone the assistant while driving to a customer. During the journey, the AI will generate and read out a customer snapshot, ensuring the rep is fully briefed before arriving on site.
As the industry continues to evolve, those who embrace technology will be best placed to adapt and become more efficient. At Autoparts, AI has already proven to be a fantastic tool, not just for us, but for the customers who rely on us every day.
