AI in Automotive Customer Journey Market: Salesforce: LLMs reshape automotive product search

In an interview, Jessica Geutner (Vice President Strategic Customers, Salesforce) discusses how large language models (LLMs) are changing product search in the automotive sector and shifting responsibilities for OEMs and dealers. She argues that manufacturers must be discoverable within LLM-driven systems and connect those AI-initiated journeys into their CRM, sales and dealer processes. Geutner emphasizes that probabilistic generative AI cannot replace deterministically collected, consented customer data and that consent management and integrated data infrastructures are critical. Salesforce cites work with the Volkswagen Group to centralize customer data as an example of improved service efficiency.