Case Study: Allen Samuels Chevrolet Buick GMC achieves higher customer satisfaction and service engagement with Conversica's AI Automotive Service Assistant

Allen Samuels Chevrolet Buick GMC Enhances Customer Satisfaction Through AI-Based Automotive Service Assistant from Conversica

Allen Samuels Chevrolet Buick GMC is a full-service dealership in Hearne, Texas, that emphasizes lifelong customer relationships. After acquiring Derek Scott Auto Park in 2016, increased sales and service volume made it difficult for the team to maintain consistent, personalized follow-up for service appointments—manual calling and emailing left a significant portion of customers without the attention needed to ensure satisfaction and retention.

To address this, the dealership implemented Conversica’s AI automotive service assistant, “Emma,” to run natural, two-way email conversations that engage website leads, prompt first service visits, re-engage lapsed customers, and collect satisfaction feedback. Emma automated routine outreach and follow-up, generated higher response rates than phone calls, freed BDC staff for in-person customer care, and delivered more consistent, cost-effective service engagement—so much so that customers began calling the store asking for Emma by name.

Allen Samuels Chevrolet Buick GMC

Tracey Hudson

BDC Manager