What Not To Do When Deploying Dealership AI
Common pitfalls dealerships hit when rolling out AI, and how to avoid them.
By Chris · August 2025
In 2022, Klarna decided to replace 700 customer service jobs with AI tools. While seeking speed and cost savings, the company faced reduced customer satisfaction and public backlash, demonstrating that rapid AI implementation without proper planning can backfire.
The pitfalls of poor AI implementation
Klarna's rushed adoption overlooked critical factors: setting realistic expectations, transparent communication with employees and customers, and maintaining human oversight for nuanced interactions. This approach resulted in quality concerns and diminished trust.
What dealerships can learn from Klarna's mistakes
1. Speed thoughtfully
AI should enhance your operations, not overhaul them overnight. Start with a single workflow like scheduling, measure impact, then expand to prevent frustration and resistance.
2. Adopt a clear approach
AI implementation mistakes often stem from attempting full task replacement. Instead, AI should handle repetitive, low-stakes work, freeing staff for high-value interactions.
3. Set clear expectations
Customers prefer transparent, competent assistance. Train systems to acknowledge AI limitations and escalate complex issues to humans.
What Toma does differently
Toma positions itself around authentic, realistic AI deployment rather than overpromising. Toma's AI can handle routine scheduling 24/7, route and filter calls appropriately, automate appointment confirmations and reminders, and automate roughly 75% of inbound calls. It can't yet deliver repair status updates, handle complex complaints, or replace high-touch, contextual conversations.
ROI stems from getting it right
Returns come from productivity gains and revenue protection, not headcount reduction. Proper implementation eliminates missed calls, unattended customers, and no-shows. Early-stage automotive AI adoption rewards thoughtful, customer-focused dealers who understand realistic implementation.