How to make the most of the AI Virtual Assistant in Conversations
By understanding and leveraging AI Virtual Assistant in Conversations, your dealership can provide a 24/7 experience that handles customer inquiries in real time on your Dealer Inspire website. From checking inventory and dealership hours to guiding buyers toward the right vehicle, the assistant keeps conversations moving and leads engaged.
In this article, you’ll learn how to blend automation with live agent support, use AI-powered insights to personalize the in-store experience, streamline your team’s workload, and build shopper trust through helpful, responsive conversations.
To get started
Go to the Cars.com Hub. Click Dealer Inspire, then Conversations.
1 Provide real-time guidance
A shopper on your Dealer Inspire website can start a conversation by selecting Ask a Question from the chat window. This activates the Conversations AI assistant as a first responder — engaging shoppers while their buying intent is highest.
How to leverage it:
Let the virtual assistant handle routine questions like inventory availability, hours of operation, and basic vehicle details. This ensures shoppers receive an immediate response, keeps them engaged on your site, and frees up your team to handle more complex inquiries.
At any point during the interaction, a shopper can request to speak with a team member — and the handoff is seamless.
Example: What are your dealership hours?
2 Create a seamless experience
AI is most effective when it complements — not replaces — your team. The assistant helps qualify leads and gather context, then hands off to a live agent when needed.
How to leverage it:
Keep agents ready to join conversations whenever a shopper asks for a real person or when the topic requires a personal touch. This handoff happens within the same chat thread and should feel invisible to the customer.
Example: What kind of SUVs do you have on your lot right now?
The assistant also offers interactive features within the chat window to keep shoppers moving through the funnel, including:
- Real-time inventory recommendations
- Clickable links to Vehicle Detail Pages (VDPs)
- Show Payment Options, which presents estimated monthly payments based on current pricing
3 Utilize AI-powered insights to help customers
Beyond answering questions, the assistant captures conversation history and shopping preferences to inform your in-store team.
How to leverage it:
Access Conversations history and transcripts to see what a shopper asked about, what vehicles they considered, and what features matter most. This context allows your team to deliver a more personalized, efficient experience when the customer visits in person.
Example: I’m looking for something safe and family-friendly. I need space for a car seat and dog. Is the Expedition a good fit?
4 Improve operational efficiency
One of the greatest benefits of AI is the reduction of “noise” for your team. By filtering common queries, your team can focus on high-value tasks.
How to leverage it:
Monitor your message volume and escalation rates. Implementing AI typically leads to a reduction in escalations (because customers get answers faster) and an increase in total message volume (as the virtual assistant can handle multiple chats simultaneously). Use this increased efficiency to allow your team to focus on closing deals rather than answering FAQs.
The virtual assistant can save the lead for your sales team to follow up by capturing the lead information and helping schedule an appointment or test drive to keep the experience seamless.
5 Build trust through productive conversations
Effective AI builds shopper trust by providing fast, accurate answers that demonstrate your dealership’s reliability.
How to leverage it:
When customers get the answers they need quickly and accurately, it builds confidence in your dealership. These productive interactions lead to higher customer satisfaction and, ultimately, more sales.
