{"version":"1.0.0","episode":{"title":"The AI-Driven Auto Repair Leader: Using Technology as Your Strategic Thought Partner [RR 1092]","url":"http://getcarcurious.com/episodes/the-ai-driven-auto-repair-leader-using-technology-as-your-strategic-thought-partner-rr-1092","audioUrl":"https://episodes.captivate.fm/episode/f996cb2b-805f-475b-9c85-9099cc0c8ff0.mp3","description":"Thanks to our Partners, NAPA Auto Care and NAPA TRACS\n\nWatch Full Video Episode\nIn this forward-looking conversation, Carm Capriotto and Chris Cloutier, CEO of AutoFlow and owner of three Golden Rule Auto Care locations, explore how artificial intelligence is rapidly transforming the automotive repair industry; not as a replacement for people, but as a powerful tool that helps shop owners lead smarter, communicate better, and operate more professionally.\nChris shares firsthand experiences using AI inside both his software company and his repair shops, revealing how the technology can dramatically reduce time spent on leadership and administrative tasks while improving workflow efficiency and customer communication. From refining technician notes to helping build business plans and expansion strategies, AI is becoming what Chris describes as a 'thought partner' for today’s shop owner.\nWhat You’ll Learn:\n\nWhy AI should be viewed as a strategic business partner, not a threat to the automotive repair professionHow effective prompting and providing context can dramatically improve AI-generated resultsWays AI can streamline major business tasks such as SBA loan preparation, SWOT analyses, and growth planningHow AI-powered technician note rewrites improve customer communication and strengthen professionalismWhy clear, polished communication acts as a “curtain of professionalism” that builds customer trustHow AI can help bridge language barriers by translating repair orders and inspection resultsThe risks and humor of “AI versus AI” hiring practices, where both employers and applicants rely heavily on artificial intelligenceWhy Chris believes today is the least expensive AI will ever be, and why shop owners should begin learning it now\nThe biggest takeaway from this episode is simple: AI will not replace highly skilled automotive professionals, but it will absolutely enhance the shops that learn how to use it effectively. From improving efficiency and communication to elevating the image of professionalism, AI offers tremendous advantages for modern repair businesses. However, Carm and Chris emphasize one critical principle throughout the conversation: trust, but verify. Just like quality control in the service bays, AI-generated information should always be reviewed carefully before being shared with customers or used to make important business decisions.\nChris Cloutier, Golden Rule Auto Care, and CEO of Autoflow. Listen to Chris' other episodes HERE\nThanks to our Partners, NAPA Auto Care and NAPA TRACS\nLearn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care\nNAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/\nConnect with the Podcast:\nVisit the Website: https://remarkableresults.biz/\nSubscribe on YouTube: https://www.youtube.com/carmcapriotto\nFollow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/\nFollow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/\n\nFollow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/\n\nJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters\n\nJoin Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976\n\nJoin our Insider List: https://remarkableresults.biz/insider\n\nAll books mentioned on our podcasts: https://remarkableresults.biz/books\n\nOur Classroom page for personal or team learning: https://remarkableresults.biz/classroom\n\nSpecial episode collections: https://remarkableresults.biz/collections\n\nBuy Me a Coffee: https://www.buymeacoffee.com/carm\n\n \n\nThe Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/\n\nRemarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/\n\nDiagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/\n\nBusiness by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/\n\nThe Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/\n\nThe Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/\n\nSpeak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size."},"annotations":[{"startTime":664.2,"endTime":699.1,"type":"term","title":"service advisor","url":"/glossary/service-advisor","quote":"And what technicians, I have not seen this yet, service advisors and\nthose resumes that we do feed into the machines to say, hey, let's look at some of their qualifications,","canonicalId":"term:service-advisor","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A service advisor is the customer-facing role at an auto repair shop who interviews the vehicle owner, writes up the work order, and coordinates with the technicians. They’re often the “translator” between what the customer reports and what the technician diagnoses.","simplifiedExplanation":"A service advisor is the person at the repair shop who talks with you about the problem, writes up the job, and keeps things moving with the mechanic. They help turn your description into a clear repair request."}},{"startTime":673.1,"endTime":691.4,"type":"concept","title":"background checks","url":"/glossary/background-checks","quote":"If you got a Facebook or, you know, I know there's some\nlegalities around, you know, you're not supposed to do some of this stuff. But, you know, I think that\nallowing it to kind of go and do some background checks for you is okay.","canonicalId":"concept:background-checks","priority":0.6,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Background checks are a screening process to verify information about a person (for example, employment history or other records). In this context, the host is discussing using AI-driven research to flag concerns during hiring or resume review, while noting legal/consent considerations.","simplifiedExplanation":"Background checks are ways to verify information about someone before you trust them for a job. The speaker is saying AI can help do some of that research, but you have to handle it legally and with proper notice."}},{"startTime":699.1,"endTime":705.4,"type":"term","title":"RO descriptions","url":"/glossary/ro-descriptions","quote":"So at your stores, Chris, are you saying to your service advisors, whatever you call them,\nclient advocates, to use AI to improve RO descriptions and for your guys in the back","canonicalId":"term:ro-descriptions","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“RO” typically means repair order, and the description is the written summary of the customer concern and the shop’s planned work. Clear RO descriptions help technicians diagnose faster and reduce misunderstandings about what needs to be fixed.","simplifiedExplanation":"“RO” usually means repair order. The RO description is the written explanation of what the customer says is wrong and what the shop plans to do, so the mechanic has the right info."}},{"startTime":709.3,"endTime":766.7,"type":"term","title":"AI technician rewrite notes","url":"/glossary/ai-technician-rewrite-notes","quote":"Yeah. So a practical sense was auto flow back a year and a half ago,\nwe launched AI technician rewrite notes. Where is exactly that? And Karma, I wrote this,","canonicalId":"term:ai-technician-rewrite-notes","priority":0.65,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“AI technician rewrite notes” refers to using AI to rephrase or improve the technician’s written notes before they’re shown to the customer. The goal is to make the explanation clearer—e.g., stating what’s leaking, why it’s happening, and what remedies are available.","simplifiedExplanation":"This is AI used to rewrite the mechanic’s notes in plain, clearer language for the customer. Instead of confusing wording, it helps explain what’s wrong and what can be done."}},{"startTime":733.1,"endTime":766.7,"type":"term","title":"hose leak","url":"/glossary/hose-leak","quote":"so-and-so, he likes to use the word sipping\nwhenever there's a hose leak instead of seeping, he puts sippi ng versus sepa, which is a simple\nmistake.","canonicalId":"term:hose-leak","priority":0.35,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A hose leak is when fluid escapes from a rubber or reinforced hose in the vehicle’s cooling, vacuum, or other fluid systems. The speaker’s example contrasts confusing wording (“sipping”) with clearer phrasing (“leaking”) so customers understand the issue.","simplifiedExplanation":"A hose leak means a hose in the car is letting fluid escape. The point here is that the shop should describe it clearly so the customer understands what’s happening."}},{"startTime":1604.2,"endTime":1608.8,"type":"concept","title":"tokenized data","url":"/glossary/tokenized-data","quote":"it's all based off tokenized data and right now we're getting in at the ground floor","canonicalId":"concept:tokenized-data","priority":0.55,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Tokenized data” means text is broken into smaller pieces (tokens) so an AI model can process it. The model learns patterns from those tokens, which is why the quality of the input data affects the quality of the AI’s output.","simplifiedExplanation":"It means the AI turns words and text into smaller chunks it can understand. If the chunks are good and relevant, the AI’s answers tend to be better."}},{"startTime":1670.3,"endTime":1684.0,"type":"concept","title":"AI rewrite everything","url":"/glossary/ai-rewrite-everything","quote":"in autoflow we're about to launch AI rewrite everything so that's from any time there's any type of writing back to the customer","canonicalId":"concept:ai-rewrite-everything","priority":0.6,"confidence":0.74,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This refers to using AI to automatically rewrite customer-facing text. In an auto repair context, that typically means generating clearer, more natural messages for updates like check-in, inspection progress, and work status.","simplifiedExplanation":"They’re talking about using AI to automatically rewrite messages customers receive. Instead of sounding like a template, the goal is for updates to sound more natural and personal."}},{"startTime":1684.0,"endTime":1693.4,"type":"concept","title":"prompting","url":"/glossary/prompting","quote":"we've improved our prompting and all this right because what we've noticed is yeah why go one place to generate","canonicalId":"concept:prompting","priority":0.52,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Prompting” is how you instruct an AI model—by giving it a specific input or set of instructions—to get the kind of output you want. Better prompting can improve tone, accuracy, and consistency of customer communications.","simplifiedExplanation":"Prompting is the instructions you give the AI so it knows what to write. If you phrase the instructions well, the AI tends to produce better results."}},{"startTime":1693.4,"endTime":1725.4,"type":"concept","title":"customer communication","url":"/glossary/customer-communication","quote":"any type of customer communication whether it be the workflow message carm it's the same thing every time right","canonicalId":"concept:customer-communication","priority":0.5,"confidence":0.72,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Customer communication” here is the automated messaging flow between an auto repair shop and the vehicle owner. The speaker describes using AI to make those messages more personalized and less scripted by leveraging data about the customer and the vehicle’s status.","simplifiedExplanation":"They’re talking about the messages a repair shop sends customers during the process. The idea is to make those updates feel more personal instead of using the same canned wording every time."}},{"startTime":1725.4,"endTime":1730.8,"type":"concept","title":"unscripting those","url":"/glossary/unscripting-those","quote":"they're scripted we could do so much more with unscripting those and making it very seem very natural","canonicalId":"concept:unscripting-those","priority":0.48,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Unscripting” means reducing rigid template-based responses and replacing them with AI-generated text that can vary by situation. The goal is to sound more natural while still reflecting the correct vehicle/work context.","simplifiedExplanation":"They want to stop using the same fixed template replies. Instead, AI should help write responses that fit what’s happening with your car so it sounds more human."}},{"startTime":1761.7,"endTime":1773.0,"type":"term","title":"inspection","url":"/glossary/inspection","quote":"because we understand the inspection is not necessarily a good thing it's so\n[1767.5s] yes dvi is a good thing but carm when you have 20 items you got to go look at and you got to go\n[1773.0s] through all these different sections and you don't really understand it gets confusing","canonicalId":"term:inspection","priority":0.5,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In an auto repair context, an inspection is the shop’s process of checking a vehicle to identify issues and determine what work is needed. The hosts are pointing out that an inspection report can be overwhelming when it lists many items without a clear, prioritized summary."}},{"startTime":1777.9,"endTime":1789.4,"type":"concept","title":"natural language way of communicating","url":"/glossary/natural-language-way-of-communicating","quote":"what your service advisor does but in a more natural language way of communicating\n[1784.1s] with the customer I just love what you said","canonicalId":"concept:natural-language-way-of-communicating","priority":0.45,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Natural language” communication means explaining repair findings in everyday wording rather than technical jargon or raw lists. The goal is to make inspection results easier for customers to understand, prioritize, and act on.","simplifiedExplanation":"This means describing what the car needs in normal, easy-to-understand language. Instead of a confusing list, it’s meant to be clearer about what’s important and what can wait."}},{"startTime":1823.7,"endTime":1832.9,"type":"concept","title":"perceived value","url":"/glossary/perceived-value","quote":"if that can be stronger to this client then the perceived value coming back is professionalism\n[1832.9s] that's it carm we have great people in our shops","canonicalId":"concept:perceived-value","priority":0.4,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Perceived value is how valuable a customer feels the service is, based on experience and presentation—not just the underlying work. In this episode, they connect clearer, more professional communication (including wording and summaries) to higher perceived value.","simplifiedExplanation":"Perceived value is how “worth it” the customer feels the service is. Even if the work is the same, better explanations and professionalism can make customers feel more confident and satisfied."}},{"startTime":1862.8,"endTime":1872.5,"type":"term","title":"AI","quote":"you always say this you know you said it before AI is that man this is just not\n[1866.7s] going away it's only going to improve it's only going to get better this is the worst it's ever\n[1872.5s] going to be which means that wow if this is the worst what we have is going to be amazing I'm","canonicalId":"term:ai","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"AI (artificial intelligence) refers to software that can generate or assist with text and decisions based on patterns in data. In this episode, they’re discussing AI as a tool to improve how repair findings are summarized and communicated to customers.","simplifiedExplanation":"AI is computer software that can help with tasks like writing and summarizing information. Here, they’re saying AI can help shops explain car inspection results more clearly to customers."}},{"startTime":2230.1,"endTime":2237.3,"type":"term","title":"TSB","url":"/glossary/tsb","quote":"in the shop your specialists in the bays are they using AI maybe to punch in look for a TSB\n[2237.3s] or a code or anything we have used the chat GPT in some of the AM models to see and try and go down\n[2244.0s] diagnostic trees to see what's going on","canonicalId":"term:tsb","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"TSB stands for Technical Service Bulletin. It’s an official manufacturer notice that describes known issues and the recommended diagnostic or repair steps for specific vehicle problems.","simplifiedExplanation":"A TSB is a manufacturer’s “here’s how to fix this known problem” document. Shops use it to make sure they’re following the right troubleshooting steps for a specific issue."}},{"startTime":2237.3,"endTime":2264.5,"type":"term","title":"chat GPT","url":"/glossary/chat-gpt","quote":"or a code or anything we have used the chat GPT in some of the AM models to see and try and go down\n[2244.0s] diagnostic trees to see what's going on I'm not going to promote any tools there's some on the\n[2248.8s] market that are starting to rise and pop and then it goes to okay how well of their is their data\n[2254.8s] trained right","canonicalId":"term:chat-gpt","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"ChatGPT is a generative AI tool that can produce text-based answers and reasoning prompts. In an auto-repair context, it’s being used to help interpret information and suggest next diagnostic steps (for example, by working through troubleshooting logic).","simplifiedExplanation":"ChatGPT is an AI chatbot. In a repair shop, people use it to help think through troubleshooting steps—like asking for the next thing to check based on what you already know."}},{"startTime":2244.0,"endTime":2254.8,"type":"term","title":"diagnostic trees","url":"/glossary/diagnostic-trees","quote":"we have used the chat GPT in some of the AM models to see and try and go down\n[2244.0s] diagnostic trees to see what's going on I'm not going to promote any tools there's some on the\n[2248.8s] market that are starting to rise and pop","canonicalId":"term:diagnostic-trees","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A diagnostic tree is a structured troubleshooting flow that branches based on test results (symptoms, codes, measurements). It helps technicians narrow down causes step-by-step instead of guessing.","simplifiedExplanation":"Think of diagnostic trees like a decision guide. You check one thing, and depending on the result you move to the next check until you find the cause."}},{"startTime":2254.8,"endTime":2258.9,"type":"term","title":"LMS","url":"/glossary/lms","quote":"okay how well of their is their data\n[2254.8s] trained right so you have these large LMS these smaller LMS we're not going to get the technical\n[2258.9s] details but like some of the bigger ones your chat GPTs and your quads like they're not bad","canonicalId":"term:lms","priority":0.45,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In this context, LMS refers to large language models—AI systems trained on lots of text to understand and generate language. The speaker contrasts larger models with smaller ones and discusses how “trained” the data is for diagnostic usefulness.","simplifiedExplanation":"Here, LMS means AI language systems. The idea is that some are trained on more information than others, which affects how well they can help with troubleshooting questions."}},{"startTime":2273.1,"endTime":2278.1,"type":"concept","title":"repair data","url":"/glossary/repair-data","quote":"there are some in the industry they're now\n[2273.1s] trying to train models specifically with repair data so say take this data set leverage it with\n[2278.1s] this data set and let's get more specific","canonicalId":"concept:repair-data","priority":0.6,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Repair data” is the real-world information collected from past diagnostics and fixes—what failed, what was measured, and what ultimately worked. The speaker’s point is that training AI on repair-specific datasets can make it more accurate for shop use than generic training alone.","simplifiedExplanation":"Repair data is the history of what mechanics saw and how they fixed it. If AI learns from that kind of real repair record, it can give better troubleshooting suggestions."}},{"startTime":2282.9,"endTime":2294.6,"type":"concept","title":"front counter","url":"/glossary/front-counter","quote":"more and more Karm I mean in\n[2282.9s] the future what is our front counter going to look like will there be one person at the front\n[2287.3s] counter and two texts in the back of the shop and that's all you're going to need right because\n[2291.3s] your phones are going to be answered by an assistant","canonicalId":"concept:front-counter","priority":0.4,"confidence":0.65,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The front counter is the shop’s customer-facing intake area where service requests are handled and communication is coordinated. The speaker is describing a future workflow where an AI assistant handles phone calls and outbound communication, reducing the number of people needed at the counter."}}],"speakers":[{"id":"s1","name":"Carm Capriotto","role":"host"},{"id":"s2","name":"AAP","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/the-ai-driven-auto-repair-leader-using-technology-as-your-strategic-thought-partner-rr-1092/transcript.vtt","type":"text/vtt"}]}