Smarter Service Starts Here: How AI Agents Are Changing the Game

In our recent webinar all about Tekion’s AI Agent for Service, Tekion’s Ashley Fedor, Senior Director of Sales, and Justin Hou, VP of Product Innovation and Design, were joined by Stephen Rand, Fixed Operations Director at Mercedes-Benz of Plano, to explore how AI is reshaping fixed ops—starting with the service drive.

The session kicked off with Justin Hou introducing the foundation of Agentic AI—a new approach to dealership automation. Unlike traditional assistants that simply provide recommendations, Tekion’s Agentic AI takes action on behalf of users, handling decisions with minimal human input. It continuously learns from real-world processes to improve performance over time, and ensures every task is executed consistently and compliantly from start to finish. This set the stage for a deeper look at how the AI Agent for Service is already transforming workflows across the fixed ops department.

Real-World Results With 85 technicians, 27 advisors, and over 4,000 ROs per month, Mercedes-Benz of Plano needed a better way to manage growing service volume while delivering a top-tier customer experience. Tekion’s AI Agent for Service is helping them do exactly that—by summarizing technician notes, generating clear customer recommendations, and automating advisor tasks that previously slowed down decision-making.

“The AI Agent takes a very technical message and makes it easy for the customer to understand,” said Rand. “That means better transparency, faster approvals, and ultimately more trust in the process.”

Key Takeaways:

• Boosts internal efficiency by automating repair recommendations and speeding up approvals
• Frees up managers to focus on team coaching and customer relationships
• Gains buy-in from technicians, advisors, and managers—driving real workforce adoption
• Enhances the customer experience with faster decisions and simplified communication
• Drastically improves service metrics, including:

More hours per repair order

Higher labor and parts revenue

Increased lines per RO with even leaner workflows

What’s Next?

Tekion’s AI capabilities will continue expanding to support even more roles in the dealership, from BDC to appointment scheduling—bringing greater speed, clarity, and personalization to every customer interaction.

Watch the on-demand session to see how Tekion AI is transforming fixed ops with practical, intelligent automation.

Ready to see it in action? Request a personalized demo and discover how Tekion AI can elevate your service operations.