Acknowledging Aftermarket (Artificial) Intelligence

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Commentary

Acknowledging Aftermarket (Artificial) Intelligence 

Afraid that AI will cause a disaster when it arrives? Well, it's been in our industry and you've been using it for decades.

TechShop Staff Writers
By TechShop Staff Writers
Published:

Artificial Intelligence (AI):

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These are some alarming headlines about an impending disaster that reads more like a science fiction novel. But, the reality is that AI has been around for more than 20 years in the aftermarket and has made the lives of technicians and shop owners easier without ever threatening the existence of humanity. 

What is causing all the headlines is ChatGPT. This “chatbot” scrapes the internet for answers and formats the information in a way so it appears as a “know-it-all” human. However, it is not creating new content or performing research. It just rearranges words found online according to a large language algorithm. The chatbot may help a student write a term paper or a programmer generate code, but it can’t fix a car because it lacks real-world experience working on a vehicle. 

ChatGPT doesn’t know the difference between a fuel pump in the tank and a high-pressure direct-injection fuel pump under the hood. Talking to ChatGPT is like conversing with a mediocre DIY parts swapper who watched too many YouTube videos. 

The worst part is ChatGPT can’t determine if the information is accurate. It just scrapes articles, papers and everything online for the response and does not offer sources so you can double-check the information.

Aftermarket AI

Like it or not, you are part of the aftermarket AI engine. Aftermarket AI is not as chatty as ChatGPT, but is far more relevant and functional for shops. Aftermarket AI has collected data and refined intelligent algorithms to recognize trends and patterns for over 20 years. Every year it gets a little better.

Every time you look up or order a part, data is generated. This data is analyzed to make efficient decisions for parts inventories. Aftermarket AI can ensure a part is in stock at the right time. These intelligent algorithms can even cross-reference databases, like vehicle registrations, to ensure the part is in the correct location for the vehicles in a given geographic region.

If you are looking up repair information or using shop management software, the data from the interaction is being harvested. The data can be used to make the navigation of the software more precise by populating fields and menus with the most relevant results. Eventually, this data could be used for predictive maintenance and repair because the data includes information like symptoms, codes and if the part installed cured the problem.

Some companies have even harnessed chatbots similar to ChatGPT to access repair information like lug nut torque and inflation pressures. With this tool, you could verbally ask for a specification and get an accurate answer. Service information providers, and even OEM repair information sites, also use AI to organize and optimize repair information. This can make any technician more productive. 

Will aftermarket intelligence ever take over the world and kill all humans? Probably not. What it will do is put parts and service information at your fingertips. Is ChatGPT going to take over the world? No, but it could unburden shop owners from the most painful part of the job – interacting with customers over the phone and online.

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Commentary

Speed vs Quality in Automotive Repair

Quality is number one. Don’t sacrifice your standards.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:
speed versus quality chart

The flat rate system most likely holds the title for controversy in automotive repair shops. Is it a good system, or is it flawed? Truth is, it’s a good system, or at least there’s plenty of logic behind it. But, unfortunately, it’s also flawed in a lot of ways.Will we ever have a better system? Who knows, but what’s important is how we as technicians respond to it all. One of the big problems is how many young technicians are introduced into the field and where they’re getting their experience. It comes down to one of two situations.One, you’re in a shop that has a genuine focus on quality, and the main concern is getting the job done right. The shop owners and service managers who support this ideal and encourage their technicians to take a few extra minutes in the interest of quality are the “best of the best.”The other possibility is a situation where the entire operation is only about money. All they look at is production, production, production. This can be tough for any of us, especially young technicians who are still trying to find their way. They’re forced to hurry before they have time to develop the mechanical and organizational skills they need to work efficiently and produce quality results.I’ve been in both situations, and as technicians, we must pay bills like everyone else, but as tempting as it is to nail the flat-rate time, I’ve never gone into it with that mindset. A perfect example is when I started a new job at a large shop. Nobody knew me, so naturally the service advisors were reluctant to give me much, and early on, I’m sure they thought, “that oil change took him 10 minutes longer than the car wash kid who just transitioned to technician. I thought he was supposed to be experienced.”Then, there was the shop manager who insisted on touring the shop every 15 minutes. “Comin’ apart or goin’ back together?” was his favorite quip. The only thing he instilled in the shop was getting as much work done as possible. But I refused to sacrifice my quality. Did that mean I was slow? Not by any means because I worked efficiently. But, I wasn’t the fastest either. Top speed was owned by those who didn’t care about quality.Then, the oil change hero forgot to put the filter on a car that happened to be in for its very first oil change. Fill it up, slam the hood and back it out was his M.O. He must have known the meaning of the look I gave him, because he said “what, you’ve never done that?” My answer was an immediate and unequivocal “no.”The moral of the story is that it didn’t take long before I was one of the most requested technicians by the service advisors. Difficult problems, other techs’ comebacks; there was no more time for excuses and embarrassment. They wanted the cars fixed right, the first time. And the best part of it all, they paid me for my time. If the service advisor said, “I can pay you only this,” and I said, “if I’m going to fix it, I’m going to need the time I have in it,” they’d somehow figure out how to pay me.Quality is number one. Don’t sacrifice your standards. Efficiency comes with time, speed comes with efficiency, and nothing costs more than a comeback, a damaged car or a damaged reputation. TS

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