Why the Future of Dealer Communication Isn’t Human (But Still Is)

In this episode, Scott Traylor and Thuy Adomitis share how a dealer’s frustration with bottlenecks became a platform that unifies calls, texts, chat, and email into a single record — and answers in under two seconds. From handling service questions to walking customers through stuck gearshifts, Mia is already scaling dealerships in ways no human team could.

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This isn’t about replacing people — it’s about giving them their time back. Scott and Thuy pull back the curtain on how fast this technology is moving, what’s coming next, and why the future of dealer communications belongs to those who let the machine do the work.'

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Takeaways

0:00 Intro — Paul sits down with Scott Traylor & Thuy Adomitis of Mia

0:31 How a dealer’s frustration with bottlenecks sparked an AI company

1:28 The true car connection that turned into a decade-long partnership

2:41 Why Thuy immediately knew Mia had game-changing potential

3:31 Consolidation is coming — not every point solution will survive

4:01 The real problem: systems that don’t talk to each other

4:47 Why a “unified record” is the holy grail for customer communication

5:11 Why you should let the machine answer the first ring, not the third

5:51 How Mia scales what humans physically can’t — 1000 calls at once

6:43 Why leaders hesitate to trust AI — and what changes when they do

7:20 Stories from the field: stuck gearshifts, iPad mounts, and more

9:06 Two-second latency — why speed makes AI feel human

10:45 What’s next: outbound, chat, text, email — all in one place

11:44 Why collaboration with dealers is driving Mia’s next wave of growth

12:21 From dream to deployment: public groups customizing Mia today

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Connect with Scott Traylor: https://www.linkedin.com/in/scott-traylor-08b36a55/

Connect with Thuy Adomitis: https://www.linkedin.com/in/thuy-adomitis/Learn more about Mia: https://www.mia.inc/

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NAMAD Sessions is brought to you by Mia and produced by the More Than Cars Media Network