What Actually Works in BDC | AI Best Practices From #2 Kia Store BDC Director

In this episode of Dealer Talk with Jen Suzuki, I sit down with Jessica Colan, who leads one of the biggest BDC departments in the country and works in the #2 Kia store in the nation. I've known Jessica for more than a decade and trained her team for years and what makes her different is simple: she doesn't chase shiny toolsshe tests them against real processes until they perform. We talk about what's actually working with AI inside a high-performing dealership BDC—specifically how Jessica has used Matador AI hands-on for the last two years to revive stagnant leads, re-engage "ghosted" customers and target low-hanging fruit without wasting human time on dead ends. Jessica breaks down her "sacred" strategies: Building custom workflows and sequences by lead source (Trader, Sam's Club, etc.) Training the AI to sound like your store—not generic dealership spam Setting up human alerts so the team tags in fast when AI hits a boundary Running CSV-based campaigns (loyalty, lease maturity, unsold visits) with the right staffing so replies don't overwhelm the team Using AI-driven engagement to turn "closed" opportunities into open, actionable leads—and pushing hot conversations into the CRM for history Pairing engagement with quick, targeted video from product specialists (30–40 seconds, not a full walkaround) once the customer shows real intent This is a real-world look at the truth most dealers are learning the hard way: AI tools don't work without a human behind them. You have to train it, guide it, and integrate it into your process because the goal isn't to automate relationships…it's to protect them. If you're a GM, BDC director, sales leader, or operator trying to revive leads and stop wasting time, you'll want to hear exactly how a top Kia store is using AI to create speed, engagement, and competitive advantage. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | [email protected] | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t  |  Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx 🔥Check out our sponsors!🔥 Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations. ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.