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However, while artificial intelligence may offer specific opportunities within the collision repair industry, the real question is, are members of the industry ready to use the technology? Collision Repair reached out to industry members via survey who revealed that while they may be aware of the tech, the majority of collision repairers have not yet made the jump to fully embracing AI in the bodyshop.

Specifically, 76.5 percent of industry members polled reported that while they are aware of AI, they do not use it in their day-to-day lives, and this is compared to just 5.9 percent of industry members who instead reported using AI daily and with great familiarity. Moreover, while 76.5 percent of industry members polled reported being open to the idea of the widespread implementation of AI in the collision repair space, for others, the technology is not without its limitations, challenges and concerns.

When asked about general opinions on the use of AI in the bodyshop, commenters cited the potential for improved efficiency, increases to customer service and better access to information. However, concerns were also raised about the need for education and an understanding of the tech, the potential cost of AI and the loss of human connection that the tech could create.

On the one hand, one surveyee commented that “the world is changing, get on board now or be left behind.” Contrastingly, another surveyee commented that “anyway you look at it, the use of AI will still be ARTIFICIAL.”

ASK AN EXPERT

With these mixed opinions about the validity of AI as a collision repair tool, Collision Repair magazine reached out to some industry experts to gain a fuller insight into the use of AI

When speaking with RAVIN AI co-founder and CEO, Eliron Ekstein, he noted that AI “can help streamline bodyshop operations by automating and enhancing traditional processes. AI tools can systematically evaluate vehicle damages, helping to ensure precise documentation and reducing manual oversight.”

Ekstein further noted that “AI tools can help to organize service workflows in order to enhance operational efficiency and so, allow for a more structured and less chaotic working environment.”

For RAVIN specifically, the company’s AI “works to automate the check-in process and accurately document damages as well as provide detailed insights into each vehicle’s state in order to save time and reduce the likelihood of manual errors.”

When asked about the industry’s anxieties surrounding AI, Ekstein commented that while the “collision industry may harbour misconceptions about AI and view it as a complex, inaccessible technology, it can be used as a practical tool.”

Similarly, when speaking to Bill Brower, Senior Vice President, Global Industry Relations and North America Claims Sales, Solera, he outlined how “there are numerous opportunities for AI to increase efficiency and improve the customer experience in bodyshops. While there may be some skepticism and resistance, AI can be a very effective tool in the broader toolbelt if implemented properly.”

Moreover, “AI can significantly improve bodyshop operations by transforming work intake procedures, leading to lower administrative costs, more streamlined processes and improved customer outcomes. Integrating AI can also expedite workflows by reducing time spent on non-productive work, which helps bodyshops operate more efficiently and increase the number of repair deals.” Brower also outlined how in improving efficiency, “this allows technicians and estimators to focus more on delivering timely, high-quality repair services, especially amid surging costs and worker shortages.”

“While there is some misunderstanding about what AI is, what it is not, and what it’s intended to do, the perception, especially, that AI threatens job security, tends to overlook the benefits AI tools can bring. AI is not replacing human workers but augmenting their existing capabilities by automating repetitive and mundane work. This shift allows for a more customer-centric approach, where technicians and estimators can provide more personalized services and promptly address customers’ needs, underscoring the importance of their role in the repair process.” For Solera, AI is being used in multiple ways across each business unit. Brower discussed how Solera “recently launched a Sustainable Estimates tool that leverages extensive data, technology and partnerships to measure, analyze and offset carbon emissions, while also giving insight into emissions activities throughout the repair process.”

When speaking to James Spears, Head of Automotive and Property at Tractable AI, he told Collision Repair that the issue is not that the industry misunderstands AI, but that “in the automotive world, the whole ‘perfect or nothing’ attitude about AI seems to be slowing things down.”

“AI is crazy powerful, but it is not perfect and won’t be for a bit. But even with its limits, things like ChatGPT are showing people just how much AI really can do, and helping everyone across the general public understand the potential.”

Spears also noted that from his own experience, “some of the most functional ways I see AI streamline operations are by helping shops schedule and triage work at first notice of loss (FNOL) and by reviewing and generating estimates from pictures, ensuring all damage, calibrations and repair procedures are instantly captured.”

On this note, Tractable AI described how it uses the technology to “offer a service that lets (shops) streamline estimates. This way, shops can figure out which repairs to do first and when, and customers can decide whether they want to pay for repairs themselves or go through insurance.”

Ultimately, when it comes to AI, Spears said, “it’s all about giving folks the information they need to make smart choices.”

Finally, when speaking with Ryan Taylor, CEO of AMP Bureau and Bodyshop Booster, he commented that currently within the automotive industry, AI is at a stage of early adopters. Through the use of AI, Bodyshop Booster has reportedly seen a 27 percent reduction in admin tasks, and the company specifically uses it for customer first contact through phone, texting and website conversations.

“I think that AI can be difficult for the industry to understand until they use it. The shops that do not adapt to this technology will quickly get left behind.”

TECH TEST

To help show the potential of AI in the bodyshop, Ryan Taylor and Bodyshop Booster are offering readers the chance to try it out for themselves. Calling the featured number 432-465-2978 will connect readers with an AI phone assistant in order to demonstrate how the technology can be used to help facilitate customer interactions.