When support stops, the dealership stops earning
Business-critical urgency
A blocked workflow is not an inconvenience. If a service advisor cannot close a repair order or a salesperson cannot push a deal through, the dealership stops earning revenue that hour.
Volume that scales with growth
Every new dealership and every new user added support load. Growing the team in step with the customer base was neither fast enough nor economical.
Users who speak dealership, not software
Questions arrive in the language of the shop floor, not the product documentation, which makes keyword search and scripted chatbots close to useless.
Dealership hours, not office hours
Service lanes open early, sales floors run late, and weekends are peak retail. Demand does not fit a nine-to-five staffing model.
A product that ships continuously
Frequent releases meant documentation was always catching up, so agents were often the only reliable source of a current answer.
Triage in front of every ticket
Each query had to be read, classified by module and severity, and routed by hand before anyone could start solving it.
Grounded AI built into the support workflow
IrisGPT grounded on Tekion's own knowledge
Product documentation, release notes, and historical resolved tickets became the answer source, so responses reflect how the platform behaves today rather than a generic model's guess.
Automatic tagging, routing, and prioritization
Incoming queries are classified by module (service, parts, sales, accounting) and severity, then routed to the team that owns them.
Real-time agent assist
Agents receive grounded answers, the relevant documentation, and similar past resolutions inline, so an unfamiliar issue no longer means searching several systems or asking a senior colleague.
Automated knowledge generation
Resolved tickets are converted into reusable knowledge articles, so the knowledge base keeps pace with a continuously shipping product.
Sentiment detection and escalation
Frustrated users and stalled conversations are surfaced in real time, so a blocked dealership gets human attention before the issue becomes an account problem.
Half of all chats resolved, and a front line that scales
A 50% chat resolution rate
Half of all support chats are resolved by AI without a human agent, covering the repetitive how-to, configuration, and workflow questions that used to consume the front line.
5x improvement in agent productivity
With grounded answers, similar past cases, and automatic routing delivered inline, agents resolve far more per shift and spend their time on genuinely complex issues.
300,000+ support queries processed
A volume that would have required a materially larger support organization to absorb through headcount alone.
Coverage that matches dealership hours
Early service lanes, late sales floors, and weekend retail peaks are all covered without staffing every hour.
Support capacity decoupled from growth
Adding dealerships no longer means adding support headcount at the same rate.
Why automotive retail software teams choose IrisAgent
- Grounded, not guessed. Every answer traces back to Tekion's own documentation and resolved tickets, which is what makes AI safe in a workflow where a wrong answer costs a dealership money.
- Domain language handled natively. The AI resolves questions phrased the way dealership staff actually phrase them, not the way the manual is written.
- API-first deployment. IrisAgent integrates into an existing support stack rather than requiring a new customer-facing surface or a re-platform.
- Knowledge that maintains itself. Automated article generation from resolved tickets keeps coverage current against a fast release cadence.
- Transparent ROI. Model the impact on your own support volume with the IrisAgent ROI Calculator.