Artificial intelligence is moving from “nice-to-have” to day-to-day tool on dealership floors, according to CDK Global’s “AI at the Dealership” study. Nearly 40 per cent of dealers say they’re already using AI in some way, and 77 per cent report they’ve integrated AI tools into existing systems.
CDK said the next wave won’t be just about experimenting. Another 22 per cent of dealers are actively planning AI investments, signalling that adoption is likely to accelerate through 2026.
Where is it showing up? Customer communications and workflow support, including chatbots and predictive analytics, as stores look to streamline operations and improve how quickly teams respond to shoppers. CDK also pointed to persistent pressure points, including staffing and internal communications, as areas dealers hope AI can help address.
But dealers are also drawing lines around what they’ll accept. In CDK’s findings, 63 per cent want AI built on comprehensive automotive industry data, while 47 per cent want predictive models trained by automotive experts. It’s a sign that “generic” tools may not clear the bar for regulated, process-heavy dealership workflows.
Concerns also remain, including return on investment and how well AI fits existing processes — especially when tools touch customer-facing messaging and decision-making.
Overall, CDK’s study highlights that AI is quickly becoming a workflow expectation, not a science project. Dealerships that don’t set rules around data, process ownership and accountability risk ending up with disconnected tools that create more work than they remove.
