Video: How AI Is Reshaping Service

As the automotive industry continues to evolve, artificial intelligence is beginning to reshape Service departments, yet, adoption remains surprisingly low. With only 25% of dealerships currently using AI in fixed operations, there’s a significant opportunity for forward‑thinking dealers to gain an edge.

In a recent conversation with industry experts at NADA 2026, David Cerqueira, service director at Benzel Bush Motor Car, and Joe Shaker, co‑founder of TruVideo, the discussion focused on how AI can elevate customer communication, personalize Service interactions and drive operational efficiency. From translating customer messages to refining Service Advisor responses, AI is helping dealerships meet customers where they are while reducing daily friction for staff.

Every time we can reduce another tab on a browser, that’s the biggest win for everyone.

 – David Cerqueira, Service Director at Benzel Bush Motor Car 

The conversation also highlighted the growing role of video in building transparency and trust, as well as AI’s potential to support Technician training and consistency at scale. With customers increasingly preferring video over phone calls, AI‑driven insights ensure Repair Order videos are clear, informative and delivered with quality and consistency. 

You always hear that marketing line: Meet customers where they are. Well, we know where they are. They wanna watch video.

– Joe Shaker, co-founder of TruVideo

Watch the full video to hear how industry leaders are using AI and video to transform the Service experience and unlock new efficiencies in Fixed Operations.