AI in your service shop

By Brian Rismoen

Many dealership owners and managers are eager to adopt new technologies that can streamline operations and boost profitability. But they often run into a real obstacle: resistance from staff wary of “high-tech” solutions. This resistance can be especially daunting in an industry where many employees value hands-on, old-school approaches, preferring to keep computers and modern technology at arm’s length.

What is a Service Writer?

In most OPE dealerships, the service writer takes the technician’s inspection notes and then identifies needed parts, estimates labor, and creates the service invoice. However, sales is a significant component of the service department. Recommending additional services and parts might prevent future breakdowns and save the customer time and money. A service writer with sales skills can boost revenue by effectively communicating the value of recommended work, ensuring the customer understands the importance of timely maintenance and repairs. This essential job demands attention to detail, a solid knowledge of parts and labor requirements, and the ability to engage in consultative selling. Despite these varied responsibilities, much of the service writer’s work in a typical OPE shop is repetitive.

At many dealerships, up to 90% of service jobs revolve around common repairs and maintenance, like tune-ups, that can be grouped into predefined kits. A tune-up kit for a particular brand and model might include an oil change, filter replacement, spark plugs, and so forth. The service writer’s role often boils down to matching inspection notes with the appropriate kit. Only the remaining 10% of jobs — unusual or atypical repairs — require extra research. 

AI comes knocking

The advantages of integrating artificial intelligence (AI) into dealership workflows are too great to ignore. One of the most promising areas where AI can offer immediate and substantial returns is in service writing — the process of taking a technician’s inspection and translating it into a clear, accurate invoice or service order. A “fully automatic service writer” can leverage AI to handle most, if not all, of the service writer’s repetitive work — without alienating the traditionalists who prefer pen and paper. Here’s how:

Technician Inputs

The technician conducts an inspection and records findings. This could be done on a tablet app or, to accommodate employees who dislike computers, on a simple paper form.

If a paper form is used, the AI-powered system can capture the data using a camera or scanner. Optical Character Recognition (OCR) technology converts the paper notes into digital information, though quality of the conversion can vary with handwriting legibility. By keeping inspections on paper and then scanning them, you can maintain a familiar, low-tech feel for technicians. They can continue working just as they always have.

Voice Interaction

For technicians who prefer voice over typing, systems can accept spoken input. For example, a tech might say, “I’m starting a tune-up on Jim Smith’s mower. The blades and belts are fine.” The AI understands and automatically creates the estimate, no typing necessary. This seamless integration enables technicians to stick to what they do best, fixing machines. The AI handles the administrative complexities of parts, labor, and billing.

AI Analysis

The AI analyzes the input, identifies the necessary kits (e.g., tune-up kit, blade replacement kit, belt replacement kit), and automatically populates parts and labor lines on the invoice. If a problem is outside the scope of predefined kits, the AI references past jobs to estimate parts and labor. Keep accurate and complete data on all your service work to improve this functionality.

Instant Invoice Creation

The system produces an invoice draft in seconds. If it’s a standard job, no further approval might be needed. If something unusual is flagged, a quick manual review by a manager or service writer ensures accuracy. If the AI can’t interpret a phrase, it will prompt for clarification, just like a human would.

Overcoming Tech Resistance

One of the biggest concerns in the OPE industry is the fear that new technology will alienate or frustrate employees who prefer the old ways. But modern AI tools have evolved to be extremely user-friendly, often requiring little to no technical expertise to operate.

Minimal Training

Because the AI handles the complex tasks in the background, employees need to learn only the most basic interactions (e.g., filling out a simple form or speaking a few key phrases). Adopting AI doesn’t have to be an all-or-nothing proposition. You can gradually roll out automated features while keeping certain traditional elements in place, giving everyone time to adjust at their own pace.

Automated Sales Scripts

If a customer needs new wheel bearings, for example, the system can display a scripted explanation of why those bearings are necessary and what could happen if they fail, mentioning replacement timelines, the average lifespan of a bearing or bushing, and the potential risks if left unchecked.

On-the-Fly Updates 

If the customer asks a question like, “What happens if I don’t replace the belt right now?” the AI can provide a concise, accurate answer based on prior knowledge and shop data.

Consistency and Thoroughness

Even the most seasoned human service writer can forget certain points or misplace a part number occasionally. AI ensures every recommended job is clearly explained, properly documented and fully quoted. By pairing automated invoicing with sales scripting, AI adds value on both ends of the service-writing process, ensuring work orders are accurate while maximizing revenue through professional, comprehensive customer interactions.

Big Benefits for Small and Large Shops Alike

Whether you’re running a large OPE operation with multiple technicians or a small neighborhood shop, an automated service writer can significantly simplify your workflow:

• Efficiency: Large dealerships benefit from handling higher volumes of service tickets with fewer data-entry bottlenecks.
• Labor Savings: Smaller shops, often hit hardest by labor shortages or unexpected departures, can free up resources by automating tasks that once required a full-time service writer.
• Scalability: As your business grows, you can handle more work orders without adding more administrative staff.
• Ease of Adoption: A slow, step-by-step implementation can ease employees into the new system, allowing time to build trust and confidence.

A Glimpse into the Future

The remarkable pace of AI development means today’s systems will look very different from what’s coming in just a year or two. Many of the quirks, bugs or limitations you see now will be ironed out rapidly. AI will become ever-more adept at interpreting human speech, analyzing complex tasks, and offering real-time solutions.

This technology will also continue to lower the barrier to entry for people who dislike working with computers. In fact, we’re entering an era where a person who has never touched a keyboard can walk into your dealership, speak naturally, and have the system effortlessly understand and process every request. This can keep workflows comfortably familiar for technicians who want to stick to paper forms and wrenches, yet simultaneously provides cutting-edge automation, accuracy, and sales support.

The future isn’t just coming — it’s already here. The sooner you integrate AI-driven solutions into your shop, the sooner you’ll enjoy the benefits of a more efficient, profitable, and customer-friendly operation.  

Brian Rismoen is an OPE innovator, technologist and owner of Modern Mower in Sterling Heights, Mich.