Tesla is trying a new way to fix its ongoing service problems. The company has started using artificial intelligence to speed up repairs and improve communication with owners. Tesla already uses AI in self-driving and factory work. Now it’s testing it in customer service.
Tesla doesn’t use traditional dealerships. All service runs through its app. That can be quick in some ways, but many owners feel ignored or frustrated. Some common complaints include:
- Delayed replies: Some customers wait days or longer, especially when parts are unavailable.
- No updates: People often feel like no one is keeping them informed.
- Long repair times: Even small fixes or warranty jobs can take too long.
How the New AI Works
The new AI is built to make the process smoother. It watches for problems and flags them early.
- It tracks response times. If a message hasn’t been answered or a part is delayed, it can alert the team and send a note to the customer.
- It looks at the tone of messages. If someone sounds upset, the system can catch it.
- It hands things over to a human manager if it finds something serious or if a customer sounds frustrated.
The goal is to reply faster and keep people better informed, even if the system is still digital.
Customers Can Escalate Complaints Themselves
Two weeks after the test began, Tesla added something new. If customers type “Escalate” into the app’s message section, a manager will get the complaint. Tesla said the AI checks for false alerts, so only real issues are passed along.
Raj Jegannathan, who runs AI and IT at Tesla, shared on X that this feature gives people more control if they feel ignored.
Testing Started May 8
Tesla began testing the AI tool on May 8, 2025. Right now, it’s active at 10 service centers. Tesla hasn’t shared the locations. The company wants to see how it works in real situations before rolling it out everywhere.
This new service agent is part of Tesla’s wider plan to use AI across its support systems. Recent AI tools include:
- A voice AI, released May 1, 2025, that helps with questions about cars and settings.
- A phone-based AI assistant for Tesla Insurance, now active in 12 states, that handles basic requests like changing policy details.
- A chatbot on Tesla’s site that helps with buying questions.
Tesla is trying to use AI to cut wait times and help people get answers faster.
But the new system still needs to prove it works. It has to understand delays, read messages clearly, and respond in the right way. Customers also have to know they can use the “Escalate” command. If they don’t, the tool won’t be much help.
Even with smart systems in place, some customers still want a real person, especially when the problem is serious. Tesla may need to keep a mix of AI tools and human support if it wants to solve its service issues.
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