5 key takeaways from MAPConnected Service & Warranty Lifecycle Summit 2025

The automotive industry is undergoing a profound transformation, driven by rapid advances in artificial intelligence, data analytics, and the rise of software-defined vehicles. At the 2025 MAPconnected Service & Warranty Lifecycle Summit, leaders from manufacturing, technology, and service sectors converged to share how these innovations are reshaping warranty operations, customer experience, and the future of vehicle support.  

This year’s summit was more than a showcase of new tools, it was a forum for candid discussion, practical strategies, and real-world results. From AI-powered decision-making to collaborative accountability and smarter analytics, the insights gathered here reveal how manufacturers are delivering measurable improvements in warranty operations, product quality, and customer satisfaction.  

Here are the five takeaways that signal where the industry is headed next. 

AI–SWML Think Tank dinner: real-world AI in action

The summit  kicked off with a VIP Dinner, sponsored by AI–SWLM Think Tank  (Circuitry.ai is proud to be a sponsor of the Think Tank). The leaders from General Motors and Ford shared how they’re using AI to improve quality and warranty operations. 

Josh Cohen, Manager Global Warranty Strategy & Operations at General Motors, described how GM applies AI to improve technical assistance and quality decision-making, from chatbots that answer thousands of dealer and technician questions each week to visual AI models that analyze field quality issues and support faster claim decisions.  

Most notably, GM is simplifying technician support, turning pages of documentation into intuitive, conversational guidance. 

Michael Cavaratta, Senior Director Quality & Industrial System Analytics, at Ford Motor Company highlighted Ford’s Quality AI initiative. It integrates warranty claims, customer surveys, and diagnostic trouble codes to uncover deeper insights. AI algorithms then flag emerging quality issues and potential root causes early.  

Ford has also introduced “Intelligent 8D framework,” where large language models guide users through the problem-solving process, acting as a digital coach for root cause analysis and helping complete reports interactively. 

As the summit unfolded, it became clear that artificial intelligence is no longer a distant promise, but a practical tool transforming warranty operations.

1. AI Is redefining warranty decision-making

Manufacturers are turning to AI to handle the growing volume and complexity of warranty data, claims, parts histories, service notes, and customer feedback. What used to take days of manual review can now be analyzed and automated in minutes.

During Circuitry.ai’s session, “Warranty Decision Intelligence: AI-Augmented Warranty Operations,” Ted Danner, Senior Director of Automotive Warranty and VSC (Vehicle Service Contracts) at Circuitry.ai, demonstrated how AI can augment, analyze, and automate warranty decisions. Rather than replacing existing systems, Circuitry.ai’s approach integrates directly with them, infusing intelligence into every claim review and service action.

Ted shared measurable outcomes from production deployments: 95%+ accuracy in claim resolutions, 45% faster time to close, and 35% productivity improvements. The takeaway was clear: AI has moved beyond pilot projects. It’s now a practical, ROI-driven tool that enables warranty teams to focus on outcomes instead of manual reviews.

While AI is streamlining decision-making, the industry also recognizes that technology alone isn’t enough, collaboration and shared accountability are essential for lasting improvements.

2. Technical assistance thrives on shared accountability

As vehicles and supply chains become more interconnected, the old model of passing responsibility between OEMs, dealers, and suppliers is breaking down. Warranty teams now need shared data, consistent training, and aligned goals to solve problems faster.

During General Motors’ session, “Enhanced Efficiency in Claim Review,” Jacob Nelson, EV Warranty Specialist at General Motors, shared how GM reorganized its Warranty Support Center around specific repair groups: a move that improved claim processing times by 15–20% and enabled specialists to focus on the repairs they knew best.

That operational theme extended into accountability in “Accountability Done Right: Root Cause Identification Thrives When Quality Responsibility Is Truly Shared,” presented by Jose Clemente, GPSC Warranty Performance Manager at General Motors. He emphasized how their One Warranty Team (OWT) framework creates fairness and transparency across the network, using shared data to replace blame with collaboration.

With teams working more closely together, the rise of software-defined vehicles is introducing new challenges and opportunities for warranty and service strategies.

3. Software-defined vehicles are changing warranty and service strategies

With more vehicle functions now controlled by software, service and warranty teams face new challenges: diagnosing issues remotely, managing OTA (Over the Air) updates, and tracking software versions across fleets. These shifts are changing how OEMs calculate costs, manage claims, and deliver repairs.

During Ford’s session, “Managing the Rising Cost of Vehicle Repairs: A Warranty Perspective,” Warranty Cost Reduction Managers Shannon Dare and Lisa Sheth, at Ford highlighted how the evolution toward connected, software-based vehicles is influencing cost structures and service strategies.

They pointed to remote software updates and proactive software management as emerging levers to reduce repair frequency and minimize service downtime. The takeaway was that warranty efficiency increasingly depends on keeping pace with the software capabilities built into the vehicles themselves.

As software continues to reshape the automotive landscape, manufacturers are also rethinking traditional processes like parts returns to accelerate root cause discovery.

4. Smarter parts returns mean faster root cause discovery

Parts returns are one of the most overlooked links in warranty improvement. When data from teardown, supplier feedback, and repair histories flow through a connected system, it can pinpoint defects faster and prevent repeat failures.

During Stellantis’ session, “Stellantis Warranty Process Overview,” Ronald Evans, Director of Warranty Recovery, and Bruce Williams, Global Supplier Quality Process & Methods Director at Stellantis, detailed how the company’s North American part return process connects dealers, suppliers, and engineering teams.

Their presentation detailed how returned parts move through triage, teardown, and supplier analysis, with categories like Supplier Manufacturing Issue (SMI) and Vehicle Plant Assembly Issue (VPA) feeding into Stellantis’s recovery efforts. With Palantir MAPS providing a unified analytics layer, the process now operates with full visibility from claim to closure, which reduces cycle time and enables teams to identify the root cause faster.

These improvements in operations and collaboration are further amplified by advanced analytics, which empower teams to learn from data and drive continuous progress.

5. Analytics are powering continuous improvement

Warranty operations generate massive amounts of data, but the real value lies in learning from it. From tracking cost-per-repair to identifying patterns in claim approvals, analytics are providing manufacturers with visibility they’ve never had before.

During Nissan’s session, “Warranty Initiatives: Next Level Data Analytics,” Paul Rogers, Director of Warranty and Compliance, outlined how Nissan is using AI and analytics in its warranty process to improve speed and accuracy.

AI now helps make decisions up front at the time of repair order creation, using data insights to flag potential issues before claims reach review. It also guides dealers through the claim submission process, ensuring accuracy and reducing rework. Once submitted, most of the claim’s processing is automated through the DCS (Dealer Communication System) platform, allowing teams to focus on exceptions and complex cases.

Together, these steps are helping Nissan move from manual review to AI-powered, data-driven warranty management.

Both discussions demonstrated how AI is already embedded in daily operations, not as a concept, but as a practical tool that improves how warranty and service teams work. 

Together, these five trends signal a smarter, more connected future for warranty and service, where technology, teamwork, and data-driven insights pave the way for industry-wide transformation.

Looking ahead: a smarter future for warranty and service

The 2025 MAPconnected Summit made it clear: the automotive industry is embracing a new era of intelligence, collaboration, and data-driven transformation. From AI-powered warranty decision-making and shared accountability to the challenges of software-defined vehicles and smarter analytics, manufacturers are leveraging technology to deliver faster, more accurate, and customer-centric service.

As the industry looks ahead, those who invest in intelligent warranty and service operations will be best positioned to reduce costs, improve customer satisfaction, and adapt to the evolving landscape.

Ready to transform your warranty and service operations for 2026 and beyond? Schedule a personalized demo with Circuitry.ai today and discover how our AI-powered Warranty Decision Intelligence can help you accelerate claim reviews, boost adjudication accuracy, and reduce warranty costs.