As dealerships evaluate the growing number of AI tools available to them, VIP Auto Group is taking a different approach by building solutions in-house. Ben Sporn, the group’s Chief Marketing Officer, joins today’s CBT Live to discuss how the retailer has replaced outside software vendors, saved about $1 million annually and improved productivity while keeping employees involved in customer-facing decisions.
VIP Auto Group’s AI strategy begins with identifying operational friction rather than adopting technology for its own sake. Sporn said the group conducts what he calls a “friction audit” to identify time-consuming or difficult tasks within individual roles and departments, then builds tools to address those specific needs. The group has developed more than a dozen AI-powered tools, with its largest returns coming from replacing third-party software with internally built solutions. According to Sporn, the group saves about $1 million annually and 5,000 hours of work each month.
The group’s e-commerce parts operation offers a concrete example of how targeted automation can improve productivity without replacing employees. Sporn said the operation receives 15,000 to 20,000 customer service tickets each month, and its AI workflow identifies each ticket’s content, checks internal databases for relevant information, and drafts a response for a representative to review. The process has tripled customer service ticket productivity, Sporn said, while keeping employees involved in the workflow. He said the group has not eliminated jobs as a result of its AI implementation, and employees have welcomed tools that reduce repetitive tasks and allow them to focus on more strategic responsibilities. Dealers considering similar systems should identify where automation can remove manual work while preserving human review for customer communications and decisions that carry greater risk.
While building AI tools requires control over company data, risk assessment and ongoing employee oversight, Sporn said that VIP Auto Group is consolidating information into its “company brain,” giving AI access to relevant internal data while supporting consistency and accuracy. Additionally, Sporn urged dealers to review vendor contracts and insurance, promote employee cybersecurity awareness, and verify pricing across websites and third-party ads. Nevertheless, Sporn encourages dealers to use AI to improve execution while preserving human judgment, strategy and accountability.