Vin Micciche and Strolid CTO Thomas McCarthy-Howe dissect how AI enhances rather than replaces human empathy in dealership communications. The conversation highlights AI’s role in sentiment analysis during calls, automating CRM note-taking to free agents for complex interactions, and using conversation history to personalize follow-ups. Thomas emphasizes Strolid’s “robot food” philosophy: AI ingests data to empower agents, not eliminate them, ensuring compliance via the vCon conversational data standard. Key takeaway: “AI isn’t about replacing people. It’s about giving them superhuman memory to build deeper trust.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.
Chapters
00:00 - Introduction to AI-Human Synergy
01:23 - Core BDC Retention Principles
04:45 - IVR Automation Pitfalls
09:12 - Sentiment Analysis Breakthrough
15:30 - CRM Data Limitations Exposed
22:47 - "Robot Food" Philosophy
31:15 - Colorado Pricing Case Study
42:00 - Conversational Memory Systems
51:20 - vCon Data Standard
58:30 - Future of AI-Assisted BDC
66:45 - GDPR Compliance Strategies
76:07 - Key Takeaways & Conclusion
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
The Joe Rogan Experience
The official podcast of comedian Joe Rogan.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Special Summer Offer: Exclusively on Apple Podcasts, try our Dateline Premium subscription completely free for one month! With Dateline Premium, you get every episode ad-free plus exclusive bonus content.