Pilot Release Date: Monday, Sept 14/26

Production Release Date: Thursday, Sept 21/26

COMING SOON!

MORI AI: Multi-Lingual —> Soon, MORI will be able to converse in multiple languages, based on the language the caller is speaking. Stay tuned!

CLICK HERE to learn more and hear MORI in action!

Major Back-End Enhancements

We've completed another significant upgrade, this time to the underlying framework that powers our application's back-end. These improvements continue to help us deliver a more modern, responsive, and maintainable experience going forward.

While we've thoroughly tested these changes, updates of this scale can occasionally result in unexpected behaviour in certain areas. If you notice anything that doesn't seem quite right, please let us know. Our team is ready to investigate and resolve any issues as quickly as possible.

Thank you for your patience and for helping us ensure the best possible experience.

MORI AI Enhancements

  1. Updated LLM — MORI has recently been updated to a newer, more modern and targeted LLM (large language model) for voice agents to provide an improved and more seamless customer experience.

  2. Vehicle Based Matching — Until recently, MORI has required a full name match in order to proceed with booking an appt. This caused issue when MORI did not transcribe the name correctly, spelled it just off or the account is actually in a different name to the caller. MORI no longer requires a name match to book an appt. As long as the phone number returns the profile and the caller confirms the correct vehicle, MORI can book the appt.

MORI AI Fixes

  1. Duplicate Opcodes — If a bad data download resulted in duplicate opcodes inside DealerMine, MORI would book the opcode twice on an appt as a result. This has been resolved by ensuring MORI can only select a single opcode per customer complaint.

  2. Phone Transfers Prioritized over Email — Resolved an issue for stores set to “Overflow & After Hours” where Mori was still prioritizing Phone transfers rather than treating them equal to Email and just selecting the best one.

  3. Speaking Back-End Instructions — At times, MORI could say random things including the instructions she is given. This has been resolved with the upgrade to the new LLM.

  4. Unable to Export Call Log — We resolved an issue where users were unable to successfully use the Export function inside the MORI dashboard to download calls.

  5. Speaking Phone # Incorrectly — MORI would sometimes speak a phone number as if it were a number, such as “nine thousand five…”. This has been resolved with the upgrade to the new LLM.

  6. Duplicate Closing Statements— At times, MORI would make 2 nearly identical closing statements. This has been resolved with the upgrade to the new LLM.

  7. Incorrect Call Tag — Rarely, MORI would tag a call wrong, such as “Service Inquiry” when the call was clearly and correctly transferred to Sales. This has been resolved.

  8. Booking Using Repair Group Name Rather than Opcode — Very rarely, MORI would attempt to book an appt using the Repair Group Name rather than the associated Opcode. This has been resolved.

  9. Interruptions During Phone Number — At times, Mori would interrupt the customer too quickly after the customer paused when giving their phone number. This has been resolved.

Service CRM Fixes

  1. Recalls Not Populating Back Into Call Select After Recycle — Contacts pulled from the Recalls bucket, once recycled, never populated back into the recalls bucket again for a contact. This was caused by recall specific logic that would remove the VIN permanently from the call select recalls bucket after a recycle. This has been resolved and the VIN will now populate again after the recycle period expires.

  2. Error Sending Text Blast from Fetch — We resolved a rare issue where a one-off Text blast sent from Fetch would fail if the selected distribution user did not have a “DealerMine Email Account” email address set on the main User Setup screen. This is no longer required.

  3. Error on Appt Schedule — Randomly, users would receive an error on the appt schedule stating “Unknown Error while Loading Appt Schedule (Please Contact Support to Fix)”. This was difficult to replicate and often only happened when going back in time. The root cause has been identified and resolved.

DMS Fixes

  1. Tekion: Appt Booking Error — Fixed an issue that caused intermittent errors when booking or updating appts due to logic mis-match impacting customer files that were created inside the DMS since the store was installed or converted to Tekion.

  2. Tekion: Address Not Sent with Appts — Due to recent changes to the Tekion integration, we were no longer sending customer address data with appt requests. However, in Tekion this is required now if you want the address to be visible on the appt itself. We resolved this issue by ensuring we are once again sending the customer address within the appt request.

  3. Tekion: Appts Booking to Wrong Customer File — Due to recent changes to the Tekion integration, it is not a requirement to send the long customer UUID with an appt request. We were only sending the arcID, thus Tekion was using internal logic to assign the correct customer. We resolved this by ensuring we are now also sending the customer UUID with all appt requests.

  4. CDK: WIP Removed Prematurely — When warranty lines closed on an RO, it would stamp service history with just the warranty lines and add a W to the end of the RO#, but the WIP would also disappear even though there was open CP. This was resolved by adding a check to ensure the overall RO is closed before removing the WIP indicator.

Sales CRM

COMING SOON!

  • GM Canada Sales Leads Integration via Shift Digital

  • Subaru Canada Sales Leads Integration via Urban Science/SCI

DealerMine Sales CRM: AI Assistant Pilot

The AI Assistant went into pilot on August 10th with 6 dealerships
Here are some comments from our pilot users:

  • It's very good and useful, it also helps with great ideas and different ways to approach specific situations.

  • It gives a helpful summary and best practices for each guest.

  • The more complete your notes are, the better it gets at suggesting whether to call, text, or email your guest.

New Features & Enhancements

  1. Worksheet - Selected Worksheet Now Stays Selected
    When a traffic log has multiple worksheets, salespeople can now select a specific worksheet as the active one and have that selection stick, instead of the system always reverting to the most recently created worksheet. The selected vehicle now displays consistently across the traffic log, mobile app, follow up tasks, reports, and customer emails, and the choice carries over when a visit is promoted to a First Visit or Be-Back.

  2. KO Address Search - More Accurate Suggestions
    KO's address autocomplete now only suggests real street addresses in Canada and the United States, instead of pulling in results from anywhere in the world or non-address results like businesses and landmarks. This makes it faster and easier to find the correct address.

  3. Work Plan Follow Ups - Appointment Outcome No Longer Pre-Selected
    For follow up types where an outcome prompt is enabled (such as Test Drive, Appointment, Delivery, and Credit App), completing an appointment follow up no longer automatically defaults to "Show." Users must now explicitly choose Show or No Show before the Save button becomes available, helping ensure appointment outcomes are recorded accurately. Follow up types that don't use this prompt are unaffected.

  4. Showroom History - Internet Leads Now Show Complete Activity History
    When a traffic log is created from an internet lead, Showroom History now records the "Traffic Created" and "Steps to the Sale Completed" entries, matching the activity history that has always appeared for walk-in customers. This gives a complete and consistent record of customer activity no matter how the lead came in.

  5. Showroom History - Linked Traffic Logs Now Show the Correct Visit Date
    When a traffic log was linked to another as a First Visit or Be-Back, Showroom History displayed the date the link was performed instead of the date the visit actually occurred. This has been corrected so the original visit date is preserved and clearly shown, while the date of the link action is now displayed separately.

  6. Fetch - Contact Stage Filter Added to Query Builder
    The Fetch query builder now includes a Contact Stage filter with the same First Contact, First Visit, and Be-Back options used elsewhere in DealerMine, making it easier to build campaigns without needing to manually combine several separate fields. The existing individual fields remain available for more advanced filtering.

Sales CRM Fixes

  1. Fixed an issue where the Customer Details field in Traffic Log incorrectly displayed "Create Be-Back" instead of the customer's name after a Be-Back was logged. This issue was caused by the customer getting deleted in the DMS. This field now displays the customer's DM number when a name cannot be found.

  2. Fixed an issue where "Sales Appointment" was missing from the Contact Type drop down when creating a Texting Template, even though it was available for Email Templates. Texting templates saved under any category also now remain visible in the template list.

  3. Fixed an issue where newly created texting templates appeared to save successfully but then could not be found in the template list. Texting templates now save and display correctly.

  4. Fixed an issue where deleting a Follow Up Reason with "Is Appointment" enabled left an orphaned tab behind in Appointment Configurations, along with any automated messages tied to it. Deleting a Follow Up Reason now also removes its Appointment Configurations tab and turns off any related automated messages.

  5. Fixed an issue where customers received a 403 Forbidden error when clicking "Yes, I'm Coming" in their Sales Appointment confirmation email. Customers can now confirm their appointments online without error.

  6. Fixed an issue where customers with an open service appointment did not appear in the Portfolio "In Service" filter if their vehicle was purchased elsewhere. These customers now appear correctly in the In Service list.

  7. Fixed an issue where clicking a worksheet ID link in the traffic log opened a legacy desking window instead of the worksheet, for dealerships not set up to use Autovance. The link now always opens the worksheet, regardless of dealership configuration.