MyKaarma has introduced an AI-powered Service Pre-Diag tool that asks customers up to 25 questions by text before a vehicle reaches the shop, Automotive News reported. The company says the tool can reduce diagnostic time by about 40 minutes per repair order, giving technicians more information before they begin work.
The product is aimed at one of fixed operations’ most persistent bottlenecks: unclear customer complaints. When service advisors capture vague descriptions such as a noise, warning light or intermittent drivability issue, technicians often spend time recreating the concern before diagnosis can begin. A structured pre-diagnostic intake can help advisors collect symptoms, timing, photos or videos in advance, then route the repair order with more complete notes.
For dealership operators, the potential impact is tied to throughput and customer satisfaction. Saving diagnostic time can increase effective shop capacity without adding technicians, while more accurate upfront information may reduce miscommunication between customers, advisors and the shop. Automotive News reported that early adopters have seen fewer comebacks and higher satisfaction, though it did not cite a broad industry benchmark.
Dealers should watch whether AI-assisted intake tools become integrated more deeply with DMS, scheduling and multipoint inspection systems, and whether measurable gains hold up across high-volume service departments.