During the MapConnected webinar, Supercharging Dealer & Technical Contact Centers With AI-Powered Claims Specialists, Ted Danner, Senior Director of Automotive Warranty & Service Contract at Circuitry.ai, was joined by Angela Schumacher, Manager of Dealer Engagement and Outreach at Bridgestone Americas; and Al Caragay, Warranty Engineer at Ford Motor Company; to explore how manufacturers can use Agentic AI to support dealer networks, empower warranty teams, and cut through the friction that slows down claims handling.
Here’s our four key takeaways from the webinar. Watch the full webinar here.
Every contact center has someone with deep expertise who handles tricky claims, but this knowledge often stays undocumented and isn’t in your systems. When your most experienced team member leaves, valuable expertise is lost. AI solves this by capturing and sharing that tribal knowledge across the team.
And it doesn’t stop there. Because AI is continuously learning, it evolves alongside your team. As Al Caragay said, “…which is the continuous learning of those technicians. The continuous learning of the call center analysts, using the technology to build in these feedback loops so that they're always upskilling their knowledge, so that they're always consuming the latest and greatest trends .... so they can assist in the most efficient way.”
Warranty teams often waste time on repetitive manual tasks like validating part coverage, labor times, and reviewing documents or digging through pictures and PDFs. AI changes this by automating claim intake, processing, document review, and even analyzing photos for policy compliance, as Angela Schumacher highlighted. This automation can cut warranty administration costs by 15–25%.
Claims information doesn’t often come neatly packaged. Claims data is often unstructured, like notes from calls, chat, and the 3-C's (cause, complaint, correction). AI can organize these conversations, providing clarity and insight, as Ted Danner explained: “AI can give structure to what's going on with the 3Cs, what does and doesn't make sense, and give us an extra view on what's happening and help us utilize that unstructured data.”
Instead of manual keyword searches, AI instantly analyzes and connects important details, making warranty and service data actionable in real time.
Adopting AI for service or warranty teams is often held back by fears of disruption and uncertainty. That’s where Proof of Concept (POC) projects come in; they let manufacturers test AI with real data and workflows, not demos with generic data.
These short-term, real-world trials measure improvements in claim review speed, decision consistency, and agent productivity, giving teams concrete results before making long-term commitments. It’s a low-risk way to validate an AI solution's fit and effectiveness.
Yes, AI can review 100% of the claims before payment, based on the OEM’s rules and logic, scoring the claims based on validity of the cause of failure to warranty coverage.
There are three primary claims functions:
Once connected to your systems, AI can provide a 360° view of the VIN, warranty coverage, customer, repair procedure, TSB, parts/part supersessions, claims history, open campaigns or recalls, parts return rules, flat rate manual, history of all the categories, etc.
The increase in value is from relieving the team from manual lookups across systems or simply missing information. Additionally, AI automation uses all the OEM’s fragmented data to drive accuracy and consistency with decisions for claims and customer service.
Circuitry.ai augments and automates inbound contacts, questions, tech line, claims, cases and other categories for the dealer or customer.
Typically use-cases would fall into one of these categories:
1. Communication system: connecting to calls, chat, and email to answer questions for the use- case scenario.
2. Data: the data fed into the AI depends on the POC scenario, such as by VIN, customer, coverages + extensions, flat rate manual, dealer links for appointments, locations + service hours, etc.
Circuitry.ai’s Warranty Decision Intelligence platform delivers the next evolution in warranty claims management and customer service. At its core is a fine-tuned AI engine that applies machine learning techniques, including decision trees, neural networks, and clustering. This enables companies to quickly automate processes, reduce costs, and deliver a superior customer experience.
Contact us today to schedule a personalized demo and see all the benefits of adopting AI for claims processing.