Who wins the next era of automotive after-sales? The AI advantage and digital platforms

From predictive maintenance to real-time claims handling and personalized customer experiences, AI is turning traditional service operations into intelligent, responsive ecosystems.

Leading players in the automotive industry are increasingly leveraging AI for car lifecycle management, including direct connection with customers through features such as online appointment scheduling, predictive maintenance alerts, and tailored service recommendations via hyper-personalization. OEMs that adopt these capabilities early secure an immediate edge in customer loyalty and revenue growth.

As cars become more connected and data-rich, these tools allow OEMs and service providers to deliver faster, smarter, and more engaging support throughout the ownership journey

We are focusing on car health status and takingover all customers‘ concerns so that customers can enjoy care-free driving/usage.

–⁠⁠⁠⁠⁠⁠ Stanislav Pekař, Head of After Sales in ŠKODA AUTO

Simultaneously, data-driven pricing and inventory strategies are gaining momentum. With growing car parts complexity and integrated service solutions, providers are tapping into AI-powered analytics to fine-tune margins, control inventory levels, and dynamically adjust pricing while enhancing profitability in a competitive, margin-sensitive market.

Rising sustainability expectations and evolving regulations are also pushing the industry toward circularity. Recycling and remanufacturing are emerging as essential capabilities, enabling companies to reduce waste, comply with environmental mandates, and align with customer values around green mobility. Mr. Pekař adds, “Škoda Auto started a pilot project already a couple of years ago. The main focus was dedicated to the 2nd battery life cycle. Currently, we are extending our focus to re-use next to recycling and remanufacturing.”

In parallel, car electrification continues to gain traction. While battery electric vehicles typically require fewer parts and less maintenance than internal combustion engine vehicles, this trend introduces pressure on traditional service models and requires adaptation to new competitive realities.

AI use cases shaping the after-sales future

Trask’s research examined current AI-enabled trends in the after-sales area. These trends are relevant across brands and markets, though their maturity levels vary.

1. Predictive Maintenance & Warranty Optimization

AI enables real-time monitoring of vehicle systems and failure prediction based on historical data, driving behavior, and sensor inputs.

Benefits:

• Up to 20% reduction in crash events through timely, preventive service
• 40%+ decrease in risky driving behavior, especially among younger drivers
• Fewer unexpected breakdowns → higher customer satisfaction, lower warranty costs

2. Accelerated Claims Processing & Cost Estimation

AI automates damage assessment, claim validation, and repair cost calculations by leveraging accident data, diagnostics, and vehicle history.

Benefits:

• Automates the “who, what, when, and why” of claims
• Speeds up reimbursements and shortens turnaround times
• Reduces admin workload, freeing staff for complex cases

3. AI-Powered Customer Interaction & Feedback

AI assistants manage bookings, offer contextual service tips, and answer FAQs.

Benefits:

• Always-on support and proactive communication
• Opportunities for upselling and cross-selling
• Increased customer retention and engagement

4. Smarter Parts Forecasting & Inventory Control

AI predicts parts demand and failure patterns to optimize inventory.

Benefits:

• Higher first-time fix rates
• Shorter service turnaround
• Reduced warehousing and obsolescence costs

Key takeaways

AI in automotive after-sales is no longer just about automation. It's about enabling safer, smarter, and more personalized service across the entire lifecycle of the vehicle. The strategic implications are far-reaching:

• Lower operational costs and reduced vehicle downtime
• Improved customer satisfaction, retention, and brand loyalty
• Enhanced fraud detection and warranty claim accuracy
• Safer driving habits and decreased insurance risk
• New revenue streams from data monetization and service innovation

As vehicle platforms, mobility models, and customer expectations continue to evolve, AI will be a defining factor in determining who leads and who lags in the next era of automotive after-sales! The key question for every industry leader is: are you ready to seize this shift—or will you let the competition take the lead?

Author

Lukáš Turišin, Business Consultant, Automotive Sales at Trask. You can reach out to our expert's LinkedIn here.