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How Voice AI is Driving the Automotive Industry's Customer Service Transformation

  • Writer: Nick O'Halloran
    Nick O'Halloran
  • Sep 1
  • 2 min read

Smiling man in a headset talks in a bright car showroom. Cars are blurred in the background. He wears a gray shirt, conveying a friendly mood.

In the competitive landscape of the automotive industry, customer service has become a key differentiator. Voice AI technology is playing an increasingly pivotal role in transforming the way dealerships and OEMs engage with their customers. Across Australia, the adoption of AI-powered voice assistants has gained significant traction, and businesses are seeing measurable improvements in customer experience, sales, and overall operational efficiency.



Voice AI: A Revolutionary Change in Customer Interactions

According to Salesforce, nearly 84% of automotive OEMs worldwide are exploring AI integration into their customer service operations. In Australia, this trend is accelerating as dealerships leverage voice AI to handle general enquiries, schedule test drives, book services, and more. AI-powered voice assistants, such as Ask Harry, are now used to manage inbound calls, allowing customers to interact with an automated system that understands natural language, eliminating long wait times and reducing the reliance on human staff.


For example, a customer calling a dealership to book a service can now directly interact with a voice AI assistant, which will triage their request, gather necessary information, and book the service directly into the dealership’s DMS. This technology doesn’t just enhance convenience for customers, it increases operational efficiency for dealerships as well.


Hands typing on a laptop with a digital AI interface overlay, featuring a glowing neural network and data icons in a tech-themed setting.

The Australian Market Embraces Voice AI

The automotive sector in Australia is rapidly adopting AI-driven solutions to enhance customer engagement. According to a report by IBM, Australian businesses that integrate AI into their customer service functions see a significant boost in productivity, with 62% of consumers indicating a preference for interacting with AI-powered systems for basic requests. This shift is driven by the desire for faster, more accurate service.


"Voice AI enables us to offer 24/7 assistance, from booking services to providing real-time updates," explains Nick O'Halloran, Principal at Contact Harald.
"This not only enhances customer satisfaction but also streamlines our operations by automating routine tasks and freeing up our staff to focus on more complex issues."

Voice AI: Enhancing the Automotive Customer Experience

Voice assistants like Ask Harry are transforming how dealerships approach customer service. Here's how:

  • Instant Availability: With voice AI, customers no longer have to wait on hold. They can instantly access services, book test drives, or inquire about vehicle information.

  • Seamless Integration with DMS: AI-powered systems are integrated with dealership management systems, allowing for real-time booking and inventory management.

  • Consistency Across Channels: Whether customers interact via voice, website, or SMS, they receive a consistent experience every time.

  • Personalised Service: AI systems learn from past interactions, allowing dealerships to provide personalised service based on customer preferences and history.


As the automotive industry continues to embrace voice AI, the customer service landscape will evolve leading to more efficient, personalised, and data-driven interactions.

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