# Revolutionizing Car Dealerships: How Toma’s AI Voice Agents Are Changing the Game

In a rapidly evolving digital landscape, businesses across various sectors are turning to innovative technologies to optimize operations, enhance customer experiences, and drive growth. At the forefront of this technological revolution is Toma, an AI voice startup that has not only redefined how car dealerships manage their day-to-day operations but has also managed to secure a remarkable $17 million in funding to further its mission. Co-founded by Monik Pamecha and Anthony Krivonos, Toma’s journey is one of innovation, adaptability, and the power of hands-on experience.

## A Hands-On Approach to Innovation

When Monik Pamecha co-founded Toma in early 2024, his initial focus was on serving banking and healthcare clients. However, fate had a different plan when car dealerships reached out, voicing a plea for relief from the deluge of phone calls that disrupted their operations. Pamecha recalls, “They just called us up and said ‘we are drowning in phone calls.’”

Recognizing an untapped opportunity in a less-regulated market, Pamecha and Krivonos conducted a daring experiment: their AI voice agent called nearly every car dealership in the country. The findings were astonishing: only 45% of calls were answered.

Armed with these insights, the co-founders embarked on a transformative journey. They toured numerous car dealerships in Oklahoma and Mississippi, getting their hands dirty with the nitty-gritty of dealership operations. This close engagement—laden with home-cooked meals, travel to acquaint themselves with local culture, and even visits to shooting ranges—provided invaluable insights into the challenges faced by dealerships.

Seema Amble, a partner at a16z who led Toma’s $17 million funding, observed the significance of this immersive approach: “We invest in a lot of the next generation of vertical AI companies, a lot of the best founders have just lived and breathed with these customers to understand what’s going on under the hood.”

## Transformative Impact on Dealership Operations

Once armed with a deep understanding of dealership operations, Pamecha and Krivonos developed an AI tool specifically designed to meet the distinct needs of car dealerships. This is not just another AI; it is an assistant that improves the dealership experience by managing service appointments, handling parts orders, and even answering sales inquiries. The result? Enhanced customer experience, operational efficiency, and a standardized call handling process.

Yossi Levi, a renowned figure in the auto industry, articulates the core issue dealerships face: “It ebbs and flows. Sometimes you’re overwhelmed with demand. Other times there’s not enough demand, and matching staffing and properly training that staff for a consistent experience is just not an easy thing to do.” AI has “provided an opportunity for dealers to really standardize that process, and deliver a richer customer experience that is consistent.”

### Toma’s Onboarding Process: Tailored and Effective

Toma’s onboarding process begins by training the AI on dealership-specific customer calls over one to two weeks. This allows the AI to grasp the nuances and idiosyncrasies that make each dealership unique, such as preferences for servicing diesel engines or running custom promotions. This tailored approach ensures that the AI can competently handle dealer-specific issues.

Here’s a brief look at how Toma’s onboarding process works:

– **Initial Training:** AI is exposed to actual calls for context.
– **Adaptation:** The AI learns the specific requirements of a dealership.
– **Handoffs:** Calls requiring complex solutions are seamlessly transferred to human staff, with the AI learning from these interactions.
– **Subscription Growth:** As dealerships utilize more AI functions, subscription plans adjust to reflect the added capabilities.

## A Learning Moment: Why Engagement Matters

The hands-on, empathetic approach that Toma utilizes demonstrates a profound lesson in business development: true innovation stems not just from technology, but from an in-depth understanding of the customer’s pain points. By virtually living with their clients, Pamecha and Krivonos broke the mold of conventional product development. Without their personal visit to the car dealerships, it’s unlikely Toma would have reached the heights it enjoys today.

This immersive experience not only provided insights into the industry but also fostered genuine relationships and partnerships, which can be the lynchpin for success in any business. As Pamecha reflects on his journey, he notes: “It has been one of the best experiences of my life. I feel like we’ve all become friends, and I think it all comes from a place of like, feeling their pain. I think they see that we feel the pain, too.”

## How Will You Bridge the Gap?

The story of Toma underscores the importance of empathy, adaptability, and the willingness to delve deeply into customer challenges to find truly innovative solutions. It prompts a reflective question for businesses in all sectors: How can we better understand the intricate needs of our customers to create solutions that genuinely transform their operations and experiences?

For those seeking to revolutionize their industries, the lesson is clear. Bridging the gap between technology and a deep understanding of customer needs could be the key to transformative success. As technology continues to evolve, the human element remains indispensable.

So, what steps will you take to ensure that your solutions are not just technically advanced, but genuinely transformative in meeting the needs of your customers?