to lessen workloads, supplement skills, and increase resources.” Laurence added: “While AI won’t replace the role of a vehicle technician, the role will evolve and be enhanced by AI and technology. It’s an exciting concept to a young person on the cusp of starting their motor industry career and we need to get better at conveying how their digital skills can be utilised within the sector. The competition to attract and retain talent is still fierce and we should be showcasing the progression of the industry, including the growing use of technology and AI to motivate young people and inspire them to forge a career within the aftermarket.” Significant technological development Ray Dilsons, Managing Director of Garage Hive, said: “Artificial Intelligence represents one of the most significant technological developments of the 21st century. It has the potential to play a significant role in the way an efficient business operates, which is why we’re currently exploring these new-found capabilities to consider possible future enhancements of Garage Hive.” According to Ray, wider developments in the market are helping blaze the AI trail for businesses in the sector: “Powering Garage Hive is tech-giant Microsoft. Garage Hive users have long benefitted from Microsoft-developed system updates. Now, with the launch of Microsoft Dynamics 365 Copilot earlier this year, Garage Hive is AIready. Microsoft Dynamics 365 Copilot provides interactive, AI-powered assistance to reduce repetitive tasks in sales, service, marketing and operations. It has the potential to simplify the workflow in data exploration and audience segmentation and can even offer highly personalised email campaign inspiration. Crucially, all future AI integrations within Garage Hive will fall within Microsoft’s framework for the safe deployment of AI technologies. Microsoft has been working to build a responsible AI infrastructure since 2017 and has invested in a cross-company program to ensure its AI systems are safe.” Ray added: “These recent advancements in generative AI have the power to automate repetitive and labour-intensive tasks such as manual data entry.” Outside the box As far as the IAAF are concerned, steps taken by the wider automotive industry to introduce AI-based technology will change the way the aftermarket works. “With the increasing digitalisation of a vehicle, there are multiple ways that AI is already being implemented to assist in diagnosis, service, and repair,” said Neil Pattemore, IAAF Technical Director at IAAF. Connected car technology has already featured AI for some time, but there remain questions over the future effect of AI on the fundamental operation of garage businesses. Neil continued: “Remote access to the vehicle and its dynamic data is using embedded applications that interact with off-board server data analytics to monitor and predict such things as driving style, potential component failures, and service and repair needs “On newer vehicles, there’s loads of data generated by the car when it’s being driven. Rather than all the data being transmitted over the air, it’s first processed incar and then the pertinent results are sent over the air for deeper analytics by the vehicle manufacturer’s server farms. “Embedded apps will monitor the car for developing faults, or offer drivers suggested routes based on recognising patterns such as commutes, but also forecast servicing requirements for components like tyres, brake pads and oil, based on the monitored driving style of individual drivers. This data is exchanged with a back-end server that uses AI to predict the requirements and subsequently create a quotation for garages, but also creates the program for the workshop to work on the vehicle. This is a good example of efficiency and cost benefits from the use of AI, but also raises the question of who is controlling this remote activity and the benefits it supports.” Full and direct access Neil went on to say: “The IAAF has lobbied for full and direct access for the independent aftermarket to vehicle generated data as part of an open and competitive marketplace where motorists have choice over how, where and by whom they can get their vehicle serviced or repaired.” “An AI-generated work program impacts workshop repair and the ability to prepare the workshop before a car arrives. A diagnostic tool that once plugged into the vehicle’s OBD port, is in effect now in the car and data is transmitted over-the-air. Whoever generates that outcome controls the repair process, which raises issues as competition and independent innovation, which becomes more restricted and difficult if it is only one dominant service provider.” Neil added: The impact of artificial intelligence need not be totally feared, as the inherent need for faceto-face services will mean businesses cannot fully transition to an AIpowered workforce. From the beneficial aspect, will the nature of the work across the board mean human ingenuity will always be required, thinking front of house as well as the workshop. Yes, most likely, for as long as vehicles transport people and goods, there will always be the need to think outside of the box.” Standout As Frank Harvey, Head of Member Services at the IGA observed, many digital services we take for granted already fall under the AI category: “Is AI already here? We have been living with machine learning for well over a decade, from Google Translate, to facial recognition on our phones, but what does the future hold with AI for independent garages? With the skills shortage in the sector, does AI have a role to play? Will AI, via robotic interfaces, be able to repair vehicles? All I feel are valid questions but who knows what the future holds.” He continued: “The standout feature with most independent garages is the personal service they offer to their customers, it’s not uncommon for many generations of a family to use the same local garage, so how would AI fit with that? One thing we know for sure is, rarely are two repairs the same, which is likely to make it difficult for AI robotics to facilitate the actual repairs, however, could AI have a part to play in vehicle diagnostics? I for one, wouldn’t want to be dealing with a computer for having my 10 AFTERMARKET OCTOBER 2023 BIG ISSUE www.aftermarketonline.net “There are multiple ways that AI is already being implemented to assist in diagnosis, service, and repair” ”
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