A recent Dealership Guy article highlighted a big shift in service departments: dealers are using AI to cut customer hold times and book more appointments.

At first glance, this might feel like a service or tech problem. But it’s not, it’s an HR issue, too.

Here’s why.

1. Long Hold Times = Team Overload

If customers are hanging up after 3 minutes on hold, it’s not just bad for business. It’s a signal your team might be underwater. When front-line staff are juggling too many calls, not enough hands, and unclear processes, it leads to stress, burnout, and turnover.

For HR, that’s your red flag.

Key question:

Are your people set up to succeed or are they just surviving the day?

2. AI Isn’t Just for IT—It’s Part of the People Strategy

The article shows how AI is helping some dealers book more service appointments by automating routine tasks. That means:

• Fewer missed calls

• Faster responses

• Better customer experience

From an HR standpoint, this changes the job description. You’re no longer hiring just for phone skills; you’re hiring for digital comfort, adaptability, and judgment.

What to consider:

• Are your reps trained to work alongside tech?

• Do they know when to jump in and take over from automation?

• Is your onboarding teaching tools and people skills?
  
  

3. Your Staffing Model Might Be Outdated

If AI is taking care of simple bookings, your team needs to shift toward handling more complex or high-value calls. That might mean:

• Rethinking how you staff busy hours

• Reworking job roles or responsibilities

• Building cross-trained teams who can flex when needed

HR should be asking:

Are we staffed for yesterday’s workflow—or today’s reality?

4. Don’t Let Tech Kill the Culture

Customers still want to feel heard. A bot that answers quickly is helpful, but it doesn’t replace the warmth of a real person who gets it. Your team needs to feel like they’re not being replaced, but supported.

That starts with HR.

Your role:

• Communicate clearly about tech changes

• Involve employees early in testing and feedback

• Reinforce that the human touch still matters, and always will
  
  

Takeaways for HR

1. Pay attention to phone data. Long hold times = possible staffing or training issues.
2. Rethink your job postings. Digital tools are part of the job now.
3. Update your training. Focus on using tools wisely and knowing when to take over.
4. Support your team through change. Don’t just roll out tech—roll out buy-in.
5. Look beyond service. These changes affect parts, sales, admin… everyone touches the customer.

Bottom Line:
If your service team is using AI to boost bookings and cut wait times, that’s not just a tech win; it’s a talent strategy shift. HR plays a key role in making sure the right people are in the right roles, with the right support, to deliver the kind of experience your customers and employees won’t hang up on.

TL;DR 

Dealers are cutting hold times and booking more service appointments using AI, but this shift isn’t just about tech. It’s about people. Long hold times point to staffing and training gaps. AI changes the way roles function. And HR has to lead the charge in adapting job descriptions, training, and team structure to keep up. If you’re not updating your people strategy alongside your tools, you’re falling behind.