A New Chapter for Toma After Automating 1 Million Dealership Calls with AI Agents

Over the past year, Toma’s AI agents have handled more than 1 million customer calls, helping dealerships recover millions in service revenue and give their team time back to focus on the customers in-person. That journey has taught us something important: as AI becomes part of dealership operations, trust is everything.

Dealerships don’t just need flashy automation.
They need AI that protects the customer experience.

So today, we’re launching a refreshed Toma built around that principle.

A New Brand Centered on Trust, Clarity, and the Human Experience

Our new branding reflects what our dealers told us they value most:
AI that feels reliable, transparent, and safe.

From the updated visual identity to the way we explain our product, everything is designed to reflect the technology we’ve built: sophisticated AI beneath the hood, but approachable and human-centric at every touchpoint. This rebrand represents our commitment to building AI that dealerships can confidently put in front of their customers.

We’ve Crossed 1 Million Automated Calls… and Learned a Lot

Since launching in 2024, Toma’s AI agents have:

• Automated 1M+ customer calls
• Booked thousands and thousands of service appointments
• Recovered millions in revenue dealers would have missed
• Saved staff hours of time every week by keeping them off the phones
• Delivered measurable improvements in CSI scores

Every one of those calls has helped shape safer, smarter AI agents that learn and adapt to each dealership and their specific brand and workflows.

Introducing More Safeguards to AI and Human Interactions

As AI adoption accelerates in automotive, dealers still want assurance that the technology representing their brand will behave predictably. We’ve learned that well-designed guardrails are essential for building dealer confidence and driving customer adoption.

Toma has always included safety layers behind the scenes, but today we’re bringing these Safeguards forward as a core part of the product experience. They give dealerships clearer control over how their AI agent behaves in complex scenarios:

• Transfer Triggers: Automatically route calls when frustration is detected or when callers mention specific keywords.
• Follow-up Alerts: Flag conversations that need human follow-up and sends an alert with context so your team knows exactly what to do next.
• Transfer Clawback: Reclaim unanswered transfers so customers are never left waiting or abandoned.

These safeguards ensure Toma’s AI agents always act in the best interest of the customer and protect your revenue, retention, and reputation along the way.

Introducing Inbox: One Place for Every Call, Message, and Follow-Up

When a customer needs a human touch, your team needs visibility, fast.
Today we’re launching Inbox, a unified workspace where dealerships can:

• See every call, voicemail, and text in one queue
• Triage and assign requests with full conversation context
• Follow up instantly with built-in SMS
• View transcripts, summaries, recordings, and sentiment
• Monitor what the AI handled versus what needs human attention

Inbox ensures nothing slips through the cracks and gives service teams the clarity they need to resolve requests faster.

As Chris Murphy, GM of Volkswagen of Oakland put it:

“AI handles the routine, and when a customer needs a human, we jump in instantly with the full context. With Toma’s Inbox, we’re losing fewer follow-ups and spending more time where it matters.”

The Future of Dealership AI Is Safeguarded, Personalized, and Human-Centered

This launch marks a major step toward that future.
Toma now combines safeguarded AI autonomy with complete operational visibility—helping dealerships adopt AI confidently to deliver the best customer experience possible.

Talk to Toma to learn more about our approach to deploying AI agents at your dealership.