Today’s AI: Authentic Individuals
by Lucky Papageorg, AASP/MA Executive Director
Like many industries, the collision repair sector is undergoing dramatic changes, driven by a variety of pressures.
The constant evolution of vehicle technology, combined with rising costs – equipment, training, insurance, employees and liability once the vehicle is returned – can be mindboggling. Those committed to the long-term health of their business have had to make some very tough decisions. By cautiously embracing these changes, you’ve steadily improved your business – for yourself, your customers and your employees. These improvements come with cost and pain, but then again, does anything worthwhile come without sacrifice, struggle or thinking outside the proverbial box?
In this issue’s cover story, you’ll read about individuals who have successfully thought beyond the boundaries of the traditional collision repair shop environment and yet have remained integral contributors to our industry. Kudos to those who have carved out a niche, contributing to the industry in new and meaningful ways.
Lest you think I’m encouraging people to leave the shop in search of success elsewhere, let me be clear – nothing could be further from the truth. In an age where many industries are feeling pressure from technological advances like artificial intelligence (AI), I believe AI will enhance the work of collision repair professionals, not replace them. It will help us do what we do best – repair damaged vehicles – more efficiently and effectively. In my opinion, no level of AI intervention will ever replicate the precision, skill and care our technicians bring to their craft. (See the feature story on page 16).
We’ve already seen AI make inroads into estimating, particularly among insurers implementing AI-generated estimates. Rather than resisting this trend, many repairers have embraced similar technologies to streamline the estimating process. Software like “Jumpstart” helps generate preliminary estimates quickly and efficiently. As defined by AI: “Various businesses offer services that ‘jumpstart’ or accelerate the estimating process, particularly in industries like construction and auto repair. These services often leverage technology and expertise to generate initial estimates quickly and efficiently, providing a starting point for more detailed analysis.” The construction industry has already adopted this approach, allowing experienced contractors to produce plans using industry-required standards, speeding up bids and winning more work. Sound familiar? Wouldn’t you like to be more efficient, productive and profitable?
It’s understandable that some individuals fear a “robot” will one day take their place. But I believe the collision repair industry is uniquely positioned to withstand the downsizing pressures other sectors face. Ironically, it’s the insurance industry – whose appraisers are already seeing their work outsourced to AI counterparts – that may be more at risk.
In the shop environment, embracing AI can free up key staff to focus on customer interaction and relationship-building – something AI will never replicate. There’s no substitute for human empathy when dealing with a vehicle owner who’s just experienced a traumatic event. Additionally, no photo, regardless of angle or clarity, can replace a personal inspection or produce a precise blueprint for repair. Likewise, no AI can execute a repair with the care and attention today’s vehicles demand. By allowing your team to focus on what truly matters, you’ll stop wasting time writing “estimates” for “tire kickers” and prevent real dollars from slipping through your fingers.
That said, we must also acknowledge potential abuses. AI is not infallible – at least, not yet. I’ve seen demos of AI-generated estimates written from photos of vehicle damage which looked impressively thorough. The catch? The “damage” in the photo was also AI-generated. This “ability” to game the system raises red flags for insurers, who are understandably cautious about relying too heavily on AI. Another concern is the possibility of negotiating with an AI system instead of a person. We, as an industry, must be vigilant to ensure such scenarios are avoided – or that proper safeguards are in place to protect both repairers and vehicle owners.
At the end of the day, Authentic Individuals are the lifeblood of our industry – from front office staff to technicians to those in cleaning and detailing. It all comes down to how we elect to use AI in the collision repair process. When treated as a tool, AI has the potential to improve every phase of the process: from estimating, to landing the job, to intake, to repair and final delivery. AI can help forward-thinking repairers adapt to the shrinking pool of Authentic Individuals choosing collision repair as a long-term career – and make the most effective use of everyone who does.
Want more? Check out the September 2025 issue of New England Automotive Report!