How Mia Labs is transforming customer communication

As dealerships face increasing customer communication demands, Mia Labs offers an AI solution designed to automate BDC operations, answer calls, and improve efficiency while enhancing the customer experience. On today’s episode of Driving Solutions, we’re joined by  Scott Traylor, VP of Sales at Mia Lab, to discuss how Mia is transforming the way dealerships disrupt the modern BDC process. 

According to Tryalor, the most prevalent issues still plaguing the dealership is how they manage the phones. He asserts, “We fail the customer before we touch the phone,” which creates friction and missed opportunities in the buying experience. Therefore, Traylor notes that Mia integrates directly into the dealership operations and provides a conversational AI that handles inbound calls in a natural, human-like manner. 

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Unlike traditional scripted systems, the platform engages with customers in full dialogue, supporting BDC staff rather than replacing them. Traylor, who brings more than 20 years of retail automotive leadership, including roles at EchoPark Automotive and Berkshire Hathaway Automotive, stresses that Mia’s solutions are relevant to day-to-day dealership operations.

“We are car people creating solutions for car people.”

Founded in mid-2023, Mia Labs leverages large language models to create AI capable of real-time consumer interactions. The platform is designed to meet customers where they are, including after typical business hours, allowing dealerships to capture overnight leads and improve responsiveness across sales and service channels.

Traylor highlights key differentiators, including Mia’s low-latency response time, which averages 2 seconds per interaction compared with the industry average of 3.5 seconds, and a dedicated client management approach. Each dealership account is paired with a team of engineers and account managers who customize the AI to the store’s workflow, from sales and service to parts, without requiring dealers to overhaul their existing processes.

The company’s approach addresses widespread issues in dealership customer communications, including missed calls, slow response times, and inefficient BDC workflows. Mia’s platform also consults with dealerships to optimize call routing, ensuring the AI supports, rather than disrupts, existing operations.

Further, both new AI users and dealers dissatisfied with current providers are increasingly turning to Mia. Traylor explains the platform appeals to early adopters and newcomers alike, integrating seamlessly with inventory systems, service schedulers, and CRM platforms to deliver real-world usability.

Looking ahead, Mia Labs aims to expand its AI offerings, giving dealerships tools to manage customer interactions more efficiently while improving profitability and customer satisfaction. Traylor encouraged dealers attending the 2026 NADA Show to visit Mia Labs at Booth 6568 in the North Hall to experience the platform firsthand.