How Capital One’s Chat Concierge Is Changing the Dealer-Customer Relationship with Tim Mullins

Fixed Ops Roundtable

What if the future of your dealership didn’t just rely on humans or AI, but the two working together in ways we’ve never seen before?

In this episode my co-host Sarah Vantine and I sit down at Uber’s World Headquarters in New York City with Tim Mullins, Chief Market Transformation Officer at Capital One. Together, we explore how technology is rewriting the customer experience in dealerships without losing the human touch that matters most.

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What we discuss in this episode:

• Why AI is moving past simple prompts to a system that thinks and responds like a human.
• How Capital One’s Chat Concierge is already giving dealers an edge by remembering context and carrying conversations forward.
• What this means for the future of customer experience, from online research to walking into the showroom.
• Why the best strategy isn’t replacing people, but empowering them with AI tools that make every interaction smoother, faster, and more human.

Tim doesn’t sugarcoat it, dealers who lean into AI today are setting themselves up to win tomorrow. And for those still on the fence, this conversation makes it clear why waiting could mean getting left behind.

If you’ve ever wondered where AI is really taking the industry and how it ties directly into your dealership’s future, this is the episode you don’t want to miss.

Listen to the episode featuring Tim Mullins for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Tim Mullins

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