Service department challenges and metrics

In part 5 of our Pre NADA AI Spotlight series, Sam sits down with Luke Sontag, Marketing, & IT Manager at Kissee Ford and Ari Polakof, CEO & Co-founder of Flai.

We explore how one family-owned dealership used voice AI to capture after-hours and rollover calls without losing its local, human feel.

Ari explains why most “bolt-on” AI fails, how deep DMS integration changes outcomes, and what it really takes to get service advisors to trust automation. The result is real appointments, immediate ROI, and less chaos on the service drive.

This episode of the Car Dealership Guy Podcast is brought to you by Flai:

Flai - Your best people know how to turn an opportunity into an appointment, but they can't be everywhere. Flai is an AI communications platform that handles calls, texts, and emails so every call gets answered, every lead gets followed up, and appointments get booked. Some dealers have seen appointments double. Book a free pilot at http://useflai.com

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Topics:

02:27 What are Kissee Ford's operational challenges?

08:45 How can AI solve service call problems?

14:46 What is "The Flai Solution"?

20:45 What were the early AI successes?

21:53 How were vendor issues solved?

23:57 How did "Amanda" impact operations?

26:00 How was AI integrated and onboarded at the dealership?

32:03 What are future AI plans?

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