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The car-buying journey has officially changed and it's nothing to do with dealers. It's because consumers are using AI long before they ever walk onto a lot.
Live from Automobility LA, we sit down with Amie Lindaas, Director of Research and Insights at Cars Commerce, to uncover the truth about how consumers are actually shopping in 2025. Amie reveals a striking insight: 83% of shoppers have now used an AI tool, and nearly half have used one specifically for car shopping. That means comparison shopping, research, and narrowing down choices aren’t starting on automotive sites anymore. They’re starting in ChatGPT, Gemini, and AI assistants. She breaks down what this shift means for the entire customer journey, especially when 70% of shoppers arrive at Cars.com undecided on make and model.
Amie also explains how Cars Commerce is responding with Carson — an AI-powered search tool that lets shoppers describe their needs in plain language instead of picking a make and model first. The results are staggering: higher return rates, more saved vehicles, deeper engagement, and double the number of leads. Most importantly, Amie shares how dealers should communicate with AI-informed shoppers who arrive with recommendations in hand — and why consumers still want a human to guide them through the final decision. It’s a clear look into how AI is reshaping retail auto from the very first click.
Timestamped Takeaways
0:00 Intro — Live at Automobility LA
0:40 Why Amie Loves the Customer Journey (And Lives It Herself)
1:10 The “Always In Market” Mindset of Today’s Shopper
1:52 83% of Shoppers Now Use AI — Here’s What It Means
2:50 Half of AI Users Apply It Directly to Car Shopping
3:17 Why Consumers Prefer AI for Comparisons & Deep Questions
3:56 The Big Gap: 70% Arrive Undecided on Make & Model
4:55 Carson: How Plain-Language Search Changes Everything
5:22 Why Shoppers Often Buy Something Different Than They Intended
5:50 How Carson Surfaces Vehicles Shoppers Never Considered
6:11 Early Carson Insights: Higher Engagement, More Leads, More Saves
7:00 The New Next Step: Surfacing Trade-In, Pre-Qual & Test Drive at the Right Time
8:12 Do Shoppers Trust Dealer Advice After Using AI? (Yes — 2/3 Do)
9:22 How Dealers Should Communicate With AI-Informed Shoppers
10:00 Why Relationship Still Beats Recommendation
Connect with Amie Lindaas: https://www.linkedin.com/in/amie-lindaas-8b8b472/
Our coverage of Automobility LA is brought to you by our friends at Cars Commerce: https://www.carscommerce.inc/
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