The Next Frontier for Dealership Service Phone Lines (+ The Hours Saved Using It) | Pre-NADA AI #3

8 snips

Jan 15, 2026

Chris Murphy, General Manager at Volkswagen of Oakland, and Monik Pamecha, Co-founder of Toma, dive into the revolution of AI in dealership phone systems. They discuss how AI is not just replacing mundane tasks but reshaping team dynamics by reallocating human talent to important in-store interactions. Monik explains Toma’s ability to book 70% of routine service calls autonomously, while Chris shares how AI saves advisors precious hours. Together, they highlight the need for GMs to manage AI as they do their team, ensuring accountability and enhancing customer service standards.

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INSIGHT

Hidden Call Volume Is The Core Problem

Phone handling failures often stem from staffing limits and hidden call volume revealed by tracking software.
Chris Murphy realized tracking showed missed calls and transfers that never reached knowledgeable advisors.

ANECDOTE

Scrapping The BDC For Advisors

Chris scrapped his BDC and shifted to more service advisors to handle complex service calls directly.
He increased advisors from four to six to match call loads and complexity at his Volkswagen store.

ADVICE

Choose Customizable, Auto-Focused Voice AI

Look for voice AI that handles automotive-specific nuances and offers end-to-end capabilities.
Prioritize systems that can be customized on the fly to match dealership processes and info.

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