Keyloop launches Kara AI to transform dealer support

Keyloop is rolling out an AI-based support assistant for automotive retailers using its Fusion Automotive Retail Platform and dealer management system.

The assistant, Kara, runs on Salesforce's Agentforce agentic AI platform and will be available in the Keyloop Customer Hub. It provides 24/7 support for routine queries.

Keyloop expects Kara to resolve a large share of simple requests without escalation to technical specialists. An assessment of current support traffic found that almost 30% of enquiries are basic "how-to" questions.

Kara draws on existing self-service content and product documentation available through the Customer Hub, including guidance on system updates and other standard usage queries. Requests requiring specialist input can be routed to a human agent.

The assistant uses natural language processing and presents answers in a concise format. If a case needs escalation, Kara retains the conversation history and passes it to support staff, so customers do not need to repeat details.

Support workflow

Keyloop describes the rollout as a change in how its support operation manages volume and prioritisation. Kara serves as the first point of contact, determining whether it can answer the query using existing information or if human involvement is required.

For support teams, this approach shifts capacity towards complex technical issues and urgent, high-priority cases. For dealer groups, it aims to reduce the time required to obtain answers to standard tasks such as navigation, configuration steps, and access to specific documents.

Dean Gardner, Keyloop's Chief Customer Officer, linked the move to the broader adoption of AI in automotive retail software and to rising expectations around response times.

"The introduction of Kara means we'll be among the first auto tech providers to implement AI-powered customer support, ensuring dealers are quickly able to get the most from our technology. Kara is also about making technical support work the way our customers need it to, and it represents our commitment to supporting all customers at scale," said Dean Gardner, Chief Customer Officer, Keyloop.

Planned updates

The initial version of Kara focuses on common tasks and document access within the Customer Hub. Keyloop has also set out a roadmap for additional functions it plans to add over time.

"New advanced troubleshooting features and AI-led predictive recommendations will be added throughout 2026, taking account of customer interactions and feedback," Gardner said.

Keyloop provided inconsistent availability information across versions of the announcement. One version said Kara will be available in March via the Keyloop Customer Hub, while another said it is available immediately to all users through the same channel.

The launch comes as software suppliers increasingly automate front-line customer service and triage. Agent-based AI tools are used to answer repetitive questions and route more complex cases, particularly when products generate frequent operational queries from a large user base.

Keyloop supplies software for automotive retail operations and related customer journeys. It says it has more than 40 years of industry experience and has captured over 14 billion digital interactions. Its technology serves more than 20,000 retailers and more than 80 vehicle manufacturers. Keyloop also counts 80% of the top 10 UK leasing companies among its customers, along with 60% of brands within Europe's financial space.

Fusion is Keyloop's platform spanning demand, supply, operations, and ownership. Kara will be delivered through the Customer Hub alongside these products, with additional troubleshooting and recommendation capabilities planned for 2026.