Kristian Kime, Director of AI Engineering & Analytics shares car dealership feedback about issues they face with hiring and training staff. He explains how STELLA AI can take a huge workload off of car dealership BDCs.  

Josselyn Boudett, CEO and founder of STELLA Automotive AI, describes how dealerships have shared their feedback about hiring and training staff.  Watch to learn how STELLA AI can take a huge workload off.

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Q&A- What types of problems does STELLA solve for dealers?

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Kristian Kime, Director of AI Engineering & Analytics, explains the functionality of a Dialog Manager and how it guides a person through a conversation.

Kristian Kime, Director of AI Engineering & Analytics, explains what a Dialog Manager is and how it guides a person through a conversation.

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Q&A- What is a dialog manager?

What is a Dialog Manager.mp4

[Originally seen on Auto Success magazine](https://www.autosuccessonline.com/stop-making-your-bdc-staff-do-it-all/)

**By: Jennifer Sanford**

Process implementation and consistency within dealership Business Development Centers (BDC) doesn’t have the best track record. Though many dealerships have processes in place for service BDCs, they are hard to manage and maintain. 

Traditionally, a dealership BDC trains employees to handle both outbound and inbound calls for the store. In the case of the service BDC, that effort is focused on setting service appointments, alerting customers to vehicle recalls, ordering parts and conducting follow ups, just to name a few. These are all individually time-consuming tasks, so it’s no surprise that new and used car dealerships have opted for extra help via automated phone systems. 

With automated systems, the options are preset: “Press 1 for Sales, Press 2 for Service,” etc., which, in theory, seems like it would help. But what about customers that call with questions that don’t fit nicely into one of those options? That customer gets rerouted until he or she either hangs up and goes to another store — or sends an incredibly frustrated email, posts a negative review about the store’s “customer service” or, perhaps, does all of the above. 

Even dealerships with audio interactive voice response (IVR) systems experience this problem. If a customer can’t get through the yes or no voice prompts in a timely fashion to reach a live support representative, that customer is gone. Additionally, since customer data isn’t captured in these systems, there’s no history of the customer’s concerns for an actual BDC rep to address. 

From the customers’ standpoint, the dealership’s phone system should route them to the right person or department. The problem is that purely automated systems don’t do that. Instead, customers experience inconsistent options, longer hold times, awkward pauses and a general lack of professionalism. During a recent mystery shop experience, an 18-store dealer group with a centralized BDC of just under 20 representatives had an average customer wait time of over three minutes — just to answer the phone! 

While your people are, and should be, your highest priority, simply hiring additional BDC staff isn’t the solution. Spending the time and money to hire, train and manage additional staff doesn’t make sense if their tasks aren’t better defined. Ever heard the expression, “jack of all trades, master of none”? Well, that’s what your BDC becomes, no matter how much staff you put in there.

The solution is two-fold. First, your BDC staff simply cannot do it all. There are not enough hours in the day or days in the week to handle every inbound call, and make revenue-driving outbound calls, follow up with every customer, alert customers to vehicle recalls, schedule service appointments and check on inventory. This creates a never-ending cycle of underperformance for employees, which only fuels their desire to leave your store and work for someone else. If you haven’t mystery-shopped your store in a while, I highly recommend doing it. You’ll be able to experience the exasperation of your employees firsthand. 

Second, as this may come as a surprise, your BDC staff doesn’t have to do it all. Take your service BDC for example. Would you rather have your staff handling in-bound service scheduling or outbound vehicle recall conversations? Would you like your staff confirming preset appointments or contacting customers about available vehicle parts that are in inventory?

The mundane, repetitive tasks, such as service appointment reminders or service scheduling, can be easily handled via conversation artificial intelligence (AI) technology. In addition to answering the call in one ring, the use of dynamic dialog AI, not automated systems, doesn’t limit customers’ options. Rather than being frustrated, customers have productive conversations with natural language AI technology, while your focused and trained BDC staff is targeting more important tasks for your store. 

Rather than generalists, your employees become specialists, elevating not only employee satisfaction but output as well. By lifting the burden of time-consuming, but simple and repetitive, transactions from your BDC representatives, dealerships can flourish with productive employees and happier customers. 

Jennifer Sanford is the vice president of marketing and industry relations at Telepathy Labs for STELLA Automotive.

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Auto Success April - Helping your BDCs

[Originally seen on Auto Success magazine](https://www.autosuccessonline.com/ai-for-automotive/)

**By: Hunter Swift**

## What is AI, really?

We use this to describe all kinds of technology these days- predictive analytics, dynamic chat, digital assistance, and bots. But true Artificial Intelligence, as defined by Oxford’s Dictionary, is “the theory and development of computer systems to perform tasks that normally require human intelligence, such as visual perception, speech recognition, decision-making, and translation between languages”. Given that definition, does your dealership’s technology actually offer you an AI service? Does your automated phone menu respond to customers’ questions? Does it even sound natural? Does it recognize vocal tone or inflections that can provide indicators of a customer’s frustration? Are there long pauses between when a customer responds and when the automated menu proceeds to the next question? A chatbot, an automated menu, round robin phone system or an automated interactive voice response system is not real AI.

### Why does AI matter for Automotive?

The overall goal for using AI within retail automotive dealerships is to improve productivity.  Today, AI can empower your teams by handling the most basic items – service scheduling, for example – that can require a lot of an employee’s time. It allows employees to focus their skills on more complicated issues, while also providing a consistent, fast, and easy experience for the dealership’s vehicle owners. Current tools that may be referred to as “AI” really don’t help ease the workload on dealership staff; they often are just used as a back up when staff members are busy. This is compounded by the fact that it has become increasingly difficult to find, hire, train and manage automotive BDC personnel. But the obstacles don’t stop there. If your dealership is lucky enough to find and hire great employees, inbound appointment phone calls can take up to 80% of an agent’s time in the store. This prevents BDC employees from being able to focus on revenue-generating outbound calls, not to mention true customer complaints, and leaves phone systems flooded with thousands of afterhours and overflowing voicemails. 

Automotive customers are bombarded with poor dealership experiences. Outdated IVRs contain inconsistent steps and extensive call waiting times. It’s not uncommon for customers to sit on the phone for over a minute before speaking to a live person. The traditional phone directory assumes that customers know exactly whom they’re trying to reach, while the automated phone tree offers a limited number of options. If the customer’s need doesn’t fit nicely into one of the preset options, that customer gets bounced around in an endless loop.

And, this is just the beginning.  As these AI tools mature, they will be able to handle more processes to empower and enable your teams. We will rely on AI for processing information the same way we became dependent on Internet Search Engines to help us get answers and the same way our grandfathers and grandmothers embraced the telephone.  

#### What’s the Next Step?

Do your research and identify where AI can improve your business.  One of the biggest pain points is in phone handling and staffing.  While there is absolutely no replacement for talented, well-trained and effective employees, we all know that we would prefer that these talented people handle important jobs.  Artificial intelligence tools can provide the knowledge and skills to allow that to happen. Using artificial intelligence to relieve your employees of mundane tasks, such as appointment setting, in favor of larger ones is vital in order for your dealership to flourish.


Hunter Swift is the Vice President of Product of STELLA Automotive AI, automotive’s most intelligent digital assistant that handles inbound calls, answers questions and books appointments.


Ok, Automotive, It’s Time to Start Talking About AI

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Auto Success March - AI for Automotive

Clubhouse: Pitch Tank by Auto Genius, featuring STELLA Automotive AI and Hunter Swift

Pitch Tank by Auto Genius, featuring STELLA Automotive AI and Hunter Swift

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Clubhouse: Pitch Tank featuring Stella Automotive AI

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## Dealer Vote Solidifies STELLA Technology As Leading Innovator

Tampa, Florida – April 22, 2022 -- STELLA Automotive AI, provider of high-end conversational AI technology for automotive dealerships, was selected by automotive dealers as the winner of the 5th Kain Automotive Shark Tank Contest. [STELLA](/) is proud to be the recipient of this prestigious award during its first year in Automotive. It’s especially poignant since this is an award selected by dealership employees themselves.

The 17th Kain Automotive Client and Friends [Workshop](https://kain.auto/kain-workshop-22), held in Lexington, KY this week, featured automotive dealerships from coast to coast and several innovative technology providers. This two-and-a-half-day event brings together OEM representatives, thought leaders and automotive retail solution providers to accelerate success across the industry. Seven new technologies were nominated and evaluated by industry experts prior to the event.  Three were invited to make a pitch to the dealers onsite. Each candidate featured in the Shark Tank, sponsored by [The Presidio Group](https://thepresidiogroup.com/), received seven minutes to demonstrate their product’s capabilities. Audience members then voted on which product was the most innovative for their dealerships. According to David Kain, “each of the businesses originally nominated offers dealers incredible value.  We were excited to see so many impressive ideas make it into an actionable, executable format. STELLA won the day with their sophisticated but simple solution to empowering BDC teams to be more effective.”

With cognitive reasoning and the ability to streamline repetitive customer communication needs, STELLA stood out among the competition. Both franchise and independent automotive dealers can modernize their business processes and lower expenses while consistently offering high caliber customer experiences. Due to industry demand ahead of its official launch, STELLA Automotive AI became operational in dozens of dealerships nationwide this spring. “On behalf of the entire technology team behind STELLA, we are honored to receive this award and delighted that dealers are embracing and succeeding with our conversational AI platform. The best is yet to come!” says Josselyn Boudett, founder and CEO of STELLA Automotive AI.  

Automotive dealers that missed the Kain Automotive Client and Friends Workshop will be able to experience STELLA in action in May at Digital Dealer in Tampa, Florida and at the annual Digital Marketing Strategies Conference in Napa, California. 

### About STELLA Automotive AI
STELLA Automotive AI empowers automotive dealerships to deliver exceptional customer experience through the use of transformative conversational AI technology.  STELLA handles inbound calls, answers questions, finds and books appointments, watches phone lines and takes messages. STELLA is powered by Tiger Sharp AI developed by Telepathy Labs, Inc, a world-class AI technology provider.  With a U.S. headquarters in Tampa, Florida, STELLA helps U.S. dealers increase communication engagement, service appointments and customer satisfaction while saving thousands of hours in management and overhead costs.  For more information, visit our website, like us on [Facebook](https://www.facebook.com/Stella.Automotive), [LinkedIn](http://www.linkedin.com/company/stella-automotive-ai/), [Twitter](https://twitter.com/StellaforAuto), [YouTube](https://www.youtube.com/channel/UCftR0XbhcnkHMCKVt5yZIUw), or [Instagram](https://www.instagram.com/stella.automotive/). 


#### About Telepathy Labs
Founded in 2016, Telepathy Labs operates a platform of speech, voice, and semantic technology, supplying AI solutions to Fortune 100 Companies around the world.  Currently serving customers at the enterprise level in Automotive, Hospitality, Real Estate and Heavy Equipment, Telepathy Labs helps businesses streamline data, workflow, and complex systems. For more information, visit our website [https://Telepathy.ai](https://telepathy.ai).

**For Media Inquiries, contact:**

Jennifer Sanford
Vice President of Marketing
[Jennifer.sanford@stellaautomotive.com](mailto:jennifer.sanford@stellaautomotive.com)


STELLA Automotive AI, provider of high-end conversational AI technology for automotive dealerships, was selected by automotive dealers as the winner of the 5th Kain Automotive Shark Tank Contest. STELLA is proud to be the recipient of this prestigious award during its first year in Automotive. It’s especially poignant since this is an award selected by dealership employees themselves.

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STELLA™ Automotive AI Wins Prestigious Automotive Award

## STELLA Automotive AI wins the 2022 AWA Award in the category of Sales Process.

Tampa, Florida – March 15, 2022 – STELLA Automotive AI, a division of Telepathy Labs, announces the receipt of the AWA Award for Sales Process.  

The AWA Sales Process award recognizes STELLA, the conversational AI-enabled voice assistant, for its ability to handle all inbound calls for the dealership, both for Sales and Service.  This ensures a professional customer experience, helps customers quickly get to the right person or department, and schedules customers for appointments with no human intervention.  STELLA can answer frequently asked questions, book appointments, transcribe messages and deliver them via email or text. STELLA provides customers with a professional experience 24 hours a day, 7 days a week at a lower cost than employees or outsourced BDC operations.

STELLA is in market and answering phones for a wide spectrum of dealer groups, handling call centers, service desks, and even receptionist roles.

“STELLA’s platform is a perfect match for the needs of dealers all across the country,” says Brian Pasch, author and industry leader in automotive marketing strategies, online dealer education, marketing analytics, and digital retailing.

According to Jennifer Sanford, vice president of marketing for STELLA Automotive AI, “This recognition is meaningful because the AWA process allows vendors of all sizes to participate.  The AWA team researches the submissions both with dealers and with tech experts to ensure that these awards offer real and meaningful benefit: improving the consumer experience, creating operational efficiencies, and bringing true transparency to marketing.”

To learn more about STELLA AI, dealers can schedule an appointment by calling 727-955-3550 or visiting [www.stellaautomotive.com](www.stellaautomotive.com).

### About STELLA Automotive AI
STELLA Automotive AI empowers automotive dealerships to deliver exceptional customer experience using transformative conversational AI technology. STELLA is a multi-intelligent voice assistant and handles inbound calls, answers questions, finds and books appointments. STELLA is a SAAS platform powered by Tiger Sharp AI developed by Telepathy Labs, Inc, a world-class AI technology provider. With a U.S. headquarters in Tampa, Florida, STELLA helps U.S. dealers increase communication engagement, service appointments and customer satisfaction while saving thousands of hours in management and overhead costs. For more information, visit our website, like us on [Facebook](https://www.facebook.com/Stella.Automotive), [LinkedIn](http://www.linkedin.com/company/stella-automotive-ai/), [Twitter](https://twitter.com/StellaforAuto), [YouTube](https://www.youtube.com/channel/UCftR0XbhcnkHMCKVt5yZIUw), or [Instagram](https://www.instagram.com/stella.automotive/). 


#### About Telepathy Labs
Founded in 2016, Telepathy Labs operates a platform of speech, voice, and semantic technology, supplying AI solutions to Fortune 100 Companies around the world.  Currently serving customers at the enterprise level in Automotive, Hospitality, Real Estate and Heavy Equipment, Telepathy Labs helps businesses streamline data, workflow, and complex systems. For more information, visit our website [https://Telepathy.ai](https://telepathy.ai).

#### About AWA
The AWA awards were created in 2008 by Brian Pasch to recognize the best vendors in automotive digital marketing. Since then, the AWAs have become a benchmark in the automotive industry for recognizing innovative products in digital retailing, marketing automation, sales process, dealer websites, digital marketing, fixed operations, F&I, training, website merchandising, conversational commerce, business intelligence tools, video technology, OTT, and reputation management. Brian Pasch, Founder of PCG Companies and Brian Pasch Enterprises (BPE), has been actively involved with automotive franchise dealers since 2005. Brian has authored nine bestselling books for the automotive industry, is an active conference speaker, 20 Group presenter, and coach to both dealers and members of the vendor community. 


**For Media Inquiries, contact:**

Jennifer Sanford
Vice President of Marketing
[Jennifer.sanford@stellaautomotive.com](mailto:jennifer.sanford@stellaautomotive.com)


STELLA Automotive AI wins the 2022 AWA Award in the category of Sales Process.

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BIG WIN for STELLA Automotive AI at the 2022 AWAs!

## STELLA Receptionist manages all inbound phone calls 

Today STELLA Automotive AI, a division of Telepathy Labs, announced the launch of STELLA Receptionist to complement the company’s Service Booking product. The conversational AI-enabled voice assistant can handle all inbound calls for Sales and Service - ensuring that customers quickly get to the right person or department.  STELLA Receptionist can also answer frequently asked questions, book appointments, transcribe messages and deliver them via email or text. STELLA Receptionist provides customers with a professional experience 24 hours a day, 7 days a week at a lower cost than employees or outsourced BDC operations.

STELLA Automotive AI launched its first automotive pilot in March 2021 with a service booking multi-layered intelligent voice assistant. Dealerships found STELLA’s capability to simultaneously answer multiple service calls beneficial to their front-line staff, enabling employees to serve in-dealership customers while the BDC focuses on outbound calls. As the product matured, dealerships asked to deploy STELLA at the reception desk to handle all incoming calls.

With its ability to assimilate and curate information quickly, STELLA added receptionist skills related to managing customer sales needs. STELLA Receptionist is simple to deploy, seamlessly integrates with existing VoiP phone systems and manages the entire phone system. Unlike traditional IVR Phone systems which prompt customers to press “1 for sales, 2 for service”, STELLA simply asks, “How can I help you?”
STELLA Receptionist "learns" with each customer conversation -- becoming better day by day. According to Josselyn Boudett, “STELLA Receptionist is the foundation upon which STELLA Automotive AI will build. It is the first in a series of product launches that will continue to evolve to match retail automotive dealership needs.” 

STELLA provides an improved customer experience through consistent processes, and reduces the time managers would designate to hiring, managing, and training BDC staff. “Installation is simple, requiring only a day or two to get started.  I have seen an immediate improvement in our teams’ productivity without any additional time investment in managing the software. STELLA shows up every day and doesn't call out sick” says Adam Smith of Empire Automotive Group.  

To learn more about STELLA Receptionist and STELLA Service Booking, dealers can schedule an appointment by calling 727-955-3550 or visiting [www.stellaautomotive.com](/products_and_services#schedule)

STELLA will be at booth #6751N at NADA 2022, March 10-13, 2022, in Las Vegas, NV. Product demonstrations are available for scheduling at: [www.stellaautomotive.com/NADA2022](/nada2022). 

### About STELLA Automotive AI
STELLA Automotive AI empowers automotive dealerships to deliver exceptional customer experience using transformative conversational AI technology. STELLA is a multi-intelligent voice assistant and handles inbound calls, answers questions, finds and books appointments. STELLA is a SAAS platform powered by Tiger Sharp AI developed by Telepathy Labs, Inc, a world-class AI technology provider. With a U.S. headquarters in Tampa, Florida, STELLA helps U.S. dealers increase communication engagement, service appointments and customer satisfaction while saving thousands of hours in management and overhead costs. For more information, visit our website, like us on [Facebook](https://www.facebook.com/Stella.Automotive), [LinkedIn](http://www.linkedin.com/company/stella-automotive-ai/), [Twitter](https://twitter.com/StellaforAuto), [YouTube](https://www.youtube.com/channel/UCftR0XbhcnkHMCKVt5yZIUw), or [Instagram](https://www.instagram.com/stella.automotive/). 


#### About Telepathy Labs
Founded in 2016, Telepathy Labs operates a platform of speech, voice, and semantic technology, supplying AI solutions to Fortune 100 Companies around the world.  Currently serving customers at the enterprise level in Automotive, Hospitality, Real Estate and Heavy Equipment, Telepathy Labs helps businesses streamline data, workflow, and complex systems. For more information, visit our website [https://Telepathy.ai](https://telepathy.ai).

**For Media Inquiries, contact:**

Jennifer Sanford
Vice President of Marketing
[Jennifer.sanford@stellaautomotive.com](mailto:jennifer.sanford@stellaautomotive.com)

Today STELLA Automotive AI, a division of Telepathy Labs, announced the launch of STELLA Receptionist to complement the company’s Service Booking product. The conversational AI-enabled voice assistant can handle all inbound calls for Sales and Service - ensuring that customers quickly get to the right person or department.  STELLA Receptionist can also answer frequently asked questions, book appointments, transcribe messages and deliver them via email or text. STELLA Receptionist provides customers with a professional experience 24 hours a day, 7 days a week at a lower cost than employees or outsourced BDC operations.

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STELLA™ Automotive AI launches comprehensive digital voice assistant

## Artificial Intelligence Empowering Retail Automotive Dealerships


**Tampa, Florida – February 1, 2022** -- Telepathy Labs, global provider of AI technology for Fortune 100 businesses, announced the launch of [STELLA Automotive AI](/) for retail automotive. STELLA uses a high-end multi-layered intelligent conversational AI technology with cognitive reasoning to streamline repetitive customer communication needs. This allows both franchise and independent car dealers to modernize their business processes and lower expenses, while offering a high caliber customer experience.

Known for building global custom intelligence applications with scalable frameworks, Telepathy Labs stepped into the automotive retail market in late 2020. The company realized they could simplify the service booking process, allowing dealership customers to easily set, confirm or change appointments through proactive and personalized voice calls.  The resulting product became STELLA Service Booking.


STELLA Service Booking picks up the call on the first ring- identifying callers by their phone numbers to anticipate the vehicle needing service.  By maintaining context based on customer histories, STELLA can resolve issues quickly, reducing call times. For those needing additional assistance, STELLA can transfer calls to a dealership employee.
Telepathy Labs partnered with Bayside BMW in March 2021 to curate intelligence offerings for the service drive with STELLA Service Booking.  Bayside BMW consistently ranks in the top 10 BMW dealerships nationwide. With STELLA’s help, the dealership schedules over 400 service appointments per month. Doug Foss, general manager of Bayside BMW says, “At first, we were worried that customers wouldn’t like talking to an AI.  Also, being in the NYC suburbs means our demographic includes a melting pot of nationalities and accents – even our own staff sometimes has difficulty understanding what our customers are saying.”


Less than a year later, STELLA manages over 60% of the dealership’s BDC service calls, enabling the store’s representatives to focus their skills on outbound calls and important customer issues. “Customer satisfaction with STELLA is higher than we expected, with over 75% rating STELLA calls at the 9-10 level.” says Foss. 

Due to industry demand ahead of its official launch, STELLA Automotive AI is operational in dozens of franchised dealerships. According to founder and CEO, [Josselyn Boudett](https://www.linkedin.com/in/boudett/), “Our technology has been in development for five years. This past year proved that STELLA can transform the automotive consumer experience while simultaneously improving the dealership’s bottom line.  We continue to invest in our infrastructure as we position STELLA for further growth and advancement in 2022.”

The company is growing at a rapid pace, hiring in every department to meet demand.  To hone the product’s capabilities for dealer-specific needs, Telepathy Labs hired [Hunter Swift](https://www.linkedin.com/in/hunterswift/), 20-year veteran of automotive CRM and digital marketing technology, as the vice president of product.  [Jennifer Sanford](https://www.linkedin.com/in/jennifersanford/), with ten years of experience marketing automotive retail software, was hired as vice president of marketing and industry relations to lead the company’s marketing efforts. 

To learn more about STELLA AI, dealers can schedule an appointment by calling 727-955-3550 or visiting [www.stellaautomotive.com](/).  

STELLA will be at booth #6751N at NADA 2022, March 10-13, 2022, in Las Vegas, NV. Product demonstrations are available for scheduling at: [www.stellaautomotive.com/NADA2022.](/nada2022) 

### About STELLA Automotive AI
STELLA Automotive AI empowers automotive dealerships to deliver exceptional customer experience using transformative conversational AI technology. STELLA is a multi-intelligent voice assistant and handles inbound calls, answers questions, finds and books appointments. STELLA is a SAAS platform powered by Tiger Sharp AI developed by Telepathy Labs, Inc, a world-class AI technology provider. With a U.S. headquarters in Tampa, Florida, STELLA helps U.S. dealers increase communication engagement, service appointments and customer satisfaction while saving thousands of hours in management and overhead costs. For more information, visit our website, like us on [Facebook](https://www.facebook.com/Stella.Automotive), [LinkedIn](http://www.linkedin.com/company/stella-automotive-ai/), [Twitter](https://twitter.com/StellaforAuto), [YouTube](https://www.youtube.com/channel/UCftR0XbhcnkHMCKVt5yZIUw), or [Instagram](https://www.instagram.com/stella.automotive/). 


#### About Telepathy Labs
Founded in 2016, Telepathy Labs operates a platform of speech, voice, and semantic technology, supplying AI solutions to Fortune 100 Companies around the world.  Currently serving customers at the enterprise level in Automotive, Hospitality, Real Estate and Heavy Equipment, Telepathy Labs helps businesses streamline data, workflow, and complex systems. For more information, visit our website [https://Telepathy.ai](https://telepathy.ai).

**For Media Inquiries, contact:**

Jennifer Sanford
Vice President of Marketing
[Jennifer.sanford@stellaautomotive.com](mailto:jennifer.sanford@stellaautomotive.com)

Telepathy Labs, global provider of AI technology for Fortune 100 businesses, announced today the launch of STELLA Automotive AI for retail automotive dealerships. STELLA uses a high-end multi-layered intelligent conversational AI technology with cognitive reasoning to streamline repetitive customer communication needs. This allows both franchise and independent car dealers to modernize their business processes and lower expenses, all while offering a high caliber customer experience.

STELLA in the news

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