How an AI Knowledge Assistant Supported Automotive Warranty Teams
An automotive original equipment manufacturer (OEM) works with thousands of franchised dealerships across the United States. At each one, Warranty Administrators submit the claims the dealership relies on for reimbursement from the manufacturer. The rules behind those claims span more than 500 pages across four manuals and change regularly, which makes the right answer hard to find.
To help, the OEM’s learning organization, which supports more than 190,000 learners across that dealership network, partnered with GP Strategies® and Mobile Coach to develop Warren T. This AI knowledge assistant, or smart bot, answers warranty questions asked in plain language and cites the source document and page for each response.
Challenge: Navigating 500+ Pages of Automotive Warranty Policies
The service department is an important source of revenue for most dealerships, including warranty reimbursement from the manufacturer. When a dealership submits a claim incorrectly, staff have to correct and resubmit it, delaying payment and creating additional administrative work for both the dealership and OEM.
For this OEM, submitting a claim correctly required Warranty Administrators to navigate detailed rules that varied by warranty, vehicle, repair, and part. They gathered documentation from across the service lane, determined which warranty applied, identified the correct parts and labor codes, and submitted the claim. Those requirements also changed over time, with larger updates arriving about every six months and smaller bulletins released in between.
The OEM’s 2023 Learner Survey showed that Warranty Department staff needed a better way to find the information they needed while working. In 2022, the OEM’s learning organization and GP Strategies rebuilt the Warranty Resource Center to bring warranty documents into one place. Even then, users had to search each manual separately and often did not know which of the four manuals contained the answer they were looking for.
Key Constraints
Accuracy: A wrong answer would put a claim back in the rework queue, so the bot had to admit when it could not answer rather than guess.
Confidentiality: The OEM’s proprietary documentation had to remain within the OEM’s security environment, and the bot had to be trained only on approved materials.
Keeping content current: Warren T needed a simple process for adding new manuals and bulletins as the OEM released them.
AI fluency: Some Warranty Administrators were new to interacting with AI and had little practice writing prompts.
Solution: An AI Knowledge Assistant in the Flow of Work
The OEM’s learning organization and GP Strategies proposed an AI smart bot trained only on the OEM’s own warranty documentation and able to take questions in everyday language. GP Strategies recommended vendor partner Mobile Coach, whose bot could search across multiple documents at once while limiting its knowledge base to OEM-approved materials. The teams then brought the proposal to the OEM’s Warranty Team, and all three agreed to a six-month pilot.
Warren T cites the document and page behind each response, allowing Warranty Administrators to verify the information before submitting a claim. If the bot cannot answer a question from its knowledge base, it says so rather than guessing.
The team intentionally kept Warren T’s scope narrow. It answers questions about warranty policy but does not look up individual vehicles. When users ask for vehicle-specific information, Warren T directs them to the systems designed for that purpose. The bot sits inside the Warranty Resource Center behind single sign-on, so administrators can access it where they already work while the OEM keeps its proprietary information within its existing security environment.
Phase 1 | Four Months of Testing
The teams trained Warren T on four Policy and Procedures Manuals that totaled more than 500 pages. Internal teams tested the bot first. The OEM then recruited 14 subject matter experts, who each asked 10 questions and checked Warren T’s responses against OEM documentation. They logged each question, the bot’s response, and whether the answer was accurate. The OEM’s learning organization and GP Strategies reviewed the results throughout the testing period and worked with Mobile Coach to address issues before launch. The team used feedback from a final SME survey to make one more round of adjustments before launch.
Phase 2 | Launch, May 2025
The OEM’s IT department embedded Warren T in the Warranty Resource Center, which Warranty Administrators already used several times a week. The GP Communications Team worked with the OEM’s learning organization and OEM’s Warranty Team to develop a go-to-market plan that defined the key messages, audiences, tone, imagery, and communication cadence. The teams introduced Warren T two weeks before launch and sent a second communication on launch day through direct email and OEM’s central dealership site. Warren T launched in early May 2025 with all pilot features available from day one.
Phase 3 | Feeding the Knowledge Base
The GP Strategies Analytics Team launched a Power BI dashboard in the first week of the pilot to track usage, the questions users asked, and whether Warren T could answer them. Six weeks after launch, the team combined dashboard data with user survey feedback to identify topics that fell outside the bot’s existing knowledge base. The OEM and GP Strategies selected 30 additional documents and added them to Warren T at the start of month four.
The survey also showed that some users struggled to phrase questions effectively. GP Strategies created a one-page User Guide with prompting tips, examples of the questions Warren T could and could not answer, and information on the other support channels available to dealership staff.
“Warren T represents a significant advancement in how our teams access and apply warranty knowledge. By leveraging AI to deliver fast, reliable answers from complex documentation, it empowers employees to make more informed decisions, improves operational efficiency, and enhances the support we provide to our dealer network.”
–OEM Global Warranty Management, Strategy Business Partner
Impact: Sustained Adoption and Faster Access to Warranty Information
No one at one of the OEM’s dealerships was required to use Warren T, which made usage an honest measure of whether it helped. Dealership staff kept coming back, and the program received a Silver award in the Best Use of Performance Support category of the 2026 Brandon Hall Group HCM Excellence Awards.
questions: were asked by more than 4,000 unique learners across the six-month pilot, roughly 1,200 per week.
of pilot learners: returned in a later week; among Warranty Administrators, the target audience, 7 in 10 returned and almost 1 in 4 asked questions during eight or more weeks.
67% to 73%
rise in the share of questions Warren T could answer after 30 documents joined the knowledge base at the start of month four, a statistically significant increase.
unique users: asked Warren T more than 37,000 questions as of February 2026.
of those users: returned to ask again in a later week.
The pilot also challenged the assumption that newer employees would rely on Warren T most. High-use participants averaged more than nine years of tenure with the OEM, showing that experienced Warranty Administrators also needed a faster way to find detailed warranty information.
The OEM kept Warren T in place after the pilot. It remains embedded in the Warranty Resource Center and available to dealership employees. The OEM’s learning organization, the OEM’s Warranty Team, and GP Account Team meet every other week to review new bulletins and unanswered questions, identify content to add, and send updates to Mobile Coach.
Mobile Coach could release an updated version of the bot within roughly 48 hours of receiving new documents. The OEM and GP Strategies work with Mobile Coach to add chat history, improve guidance for user questions, expand reporting on unanswered queries, and support more complex questions.
Early indicators point to time savings for dealership staff. Users reported that Warren T was faster than searching warranty manuals, and the OEM estimated that saving just one minute per question could return more than 600 hours to dealership staff. Over the same period, the Warranty Support Center reported a 28% reduction in the average age of pending claims and identified Warren T as one contributing factor. Because the OEM’s dealerships are independently owned franchises, the OEM could not cannot isolate Warren T’s effect on claim-submission time across the network.
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