8:01 am, July 29, 2026
More than four in 10 UK motorists are unwilling to use artificial intelligence for any interactions with car dealers or garages.
New research commissioned by customer communications firm Moneypenny found that while consumers are becoming more comfortable using AI for straightforward enquiries, they remain reluctant to trust it with more complex or high-value transactions.
The survey of 2,000 UK consumers found booking a service or MOT was the most popular automotive use for AI, with 34% said they would be happy to use the technology.
Almost a quarter (24%) said they would use AI to book a test drive, while 17% would be comfortable using it to settle a bill.
However, when it comes to buying or selling a car, confidence drops sharply, with just 10% saying they would be happy to use AI.
Overall, 41% of respondents said they would not be happy using AI for any automotive-related communications.
Car Dealer has been trialling Moneypenny’s AI call answering software at the Clever Car Collection dealership which steps in and answers customer enquiries when staff can’t get to the phone.
The solution has proven to be a useful addition, picking up calls and chatting to customers who can choose to speak to a human from Moneypenny if they wish.
Generational divide
The research from the firm also highlighted a significant generational divide. More than half (52%) of Baby Boomers said they would not use AI for any automotive communications, compared with 47% of Generation X and 31% of Generation Z.
Women were also found to be more sceptical than men, with 47% saying they would not use AI for any automotive interactions, compared with 34% of men.
Casey Lewis, business development manager at Moneypenny, said: ‘As more and more businesses start adopting AI to improve productivity and efficiency, it’s not a case of one size fits all, and with automotive companies, while progress is being made in customers’ readiness to use AI for simple queries, the survey showed they aren’t so comfortable to use it for more complex conversations.
‘In urgent situations, such as a breakdown or when seeking timely updates on a vehicle in a garage or dealership, customers still prefer speaking to a real person.
‘The best customer experiences will therefore be achieved by blending both tech and human communications seamlessly, with AI handling simple queries quickly and efficiently, but deferring consumers to a real person for more complicated issues.’
The findings come as dealerships and automotive businesses continue to invest in AI-powered customer service tools to handle enquiries, book appointments and improve efficiency, although the research suggests consumers still value human interaction when making significant purchasing decisions or resolving more complex issues.
Car Dealer will be hosting AI Week from August 3-7, highlighting how dealers and suppliers are adopting AI across the motor trade. Join us from Monday for a series of features and podcast mini series to find out how the motor trade is rapidly evolving.