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At our Compliance Unleashed Conference last week, our very own Joe Allen presented a session on how Consumers are using artificial intelligence as a sword to attack car dealers and creditors. From feeding actual contracts, buyer's orders, and other deal papers into AI and asking it to find inconsistencies, to asking AI whether there are advertising violations, to using AI to write complaints to regulators, consumers are turning to AI with increasing frequency. What's more, one think tank has reported that AI authored complaints are ten percent more likely to obtain positive relief.
After this session, we received tremendous feedback, with many dealers sharing that their personnel has struggled with this area.
Our advice is simple:
Ensure your complaint management process includes training on how consumers are using AI;
Train your team to leave emotions out of it and conduct a thorough investigation and analysis;
Look for statutory triggers that can lead consumers to seek statutory damages and recovery of attorneys' fees;
Don't simply feed the complaint into AI and create your own response, it's important to uncover the full story;
Accept that sometimes you could have done it better, and look for learning opportunities. Some complaints have merit.
Conclusions
We've seen tremendous growth in how AI analyzes vehicle sales and financing, particularly how it attacks BHPH dealers. This trend will continue and present even greater challenges, so it is important for dealers to learn how to identify risk and separate the "noise" from true danger. Your team isn't alone, reach out to Ignite and let us help. Contact us at info@IgniteCP.com
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