How Al and human ingenuity are steering the future of car dealerships

CDK Global blends AI with human expertise to modernise auto retail, with India's IT talent driving innovation in customer experience and dealership operations.

- By Aanchal Ghatak

Car dealerships are no longer just showrooms, but data-driven command centres powered by intelligent software and human insight. CDK Global is leveraging a concept call Hybrid Intelligence that combines the speed of Al with the contextual intelligence of seasoned veterans of the industry. “AI by itself can’t read the room, but combined efforts can really change how dealerships think and serve,” says Sandeep Kumar Jain, Managing Director of CDK Global.

In our discussion with Jain for Dataquest, he describes how CDK is reimagining the dealership experience, from predictive servicing to multilingual customer engagement, with India’s tech talent at the centre of global automotive innovation.

How do you view the automotive market evolving in terms of embracing technology for retail operations?

The automotive market is at a pivotal point in its evolution, particularly with the integration of advanced technologies like Hybrid Intelligence. As dealerships look to modernize, the traditional reliance on Al alone is giving way to a more integrated approach that combines the power of machine learning with human experience and reasoning.

CDK's approach through Hybrid Intelligence, which infuses decades of industry expertise with cutting-edge technology, is a prime example of this shift.

Al excels in processing vast amounts of data, but it often lacks the creativity and real-world context that human experience brings. By blending these elements, CDK's solutions enable dealerships to address complex challenges more effectively, ultimately enhancing operational efficiency and customer satisfaction. We're seeing a more data-driven, customer-centric approach where technology doesn't just improve workflows but actually redefines the customer experience, making it more intuitive and personalized.

What factors make India a strong contender for becoming a global hub for IT services in the automotive sector?