Senior Product Manager · B2B Automotive Marketplace
The challenge
Slow, generic dealer replies were killing lead conversion
What I did
Shipped a Gemini-powered AI response feature inside the LMS
Result
20% of all dealer replies AI-generated within 30 days, response time down 34%
"Within 30 days of launch, 20% of all written dealer replies in the LMS were AI-generated."
Problem
Speed of response is the single biggest predictor of a lead converting to a sale. Dealers are time-poor — managing a forecourt, walk-ins, and a lead inbox simultaneously. Many leads went unanswered, or received generic replies that failed to address the buyer's actual query. Both outcomes were damaging the Lead-to-Sale scores the LMS had made visible for the first time.
Approach
Using the Gemini API, we built an AI Response tool directly inside the LMS. When a dealer opens a lead, the feature generates a ready-to-send, personalised written response — informed by the full conversation history, the dealer's own inventory, and the buyer's behavioural signals from the platform.
A deliberate design decision: the response is editable before sending, not a one-click auto-send. Dealers are professionals and trust in AI output had to be earned incrementally. The goal was to augment dealer judgement, not replace it. This was an intentionally constrained first release — the right scope for a new AI surface in a high-stakes professional tool.
Sellers are professionals, not consumers. Making the AI response editable before sending was essential for trust and adoption. Augment judgement, don't replace it.