10/15/2026

AI & the Aftermarket: Insights From the AMN Audience

Source: aftermarketNews

You’ve probably heard this before: AI is everywhere. Businesses are exploring ways to leverage the technology to improve efficiency and increase profits.

The same is true in the aftermarket … to an extent.

A recent AftermarketNews audience survey found companies experimenting with AI across product data, marketing, customer service and other business functions. However, many remain in the early stages of adoption, with security, expertise and accuracy among the biggest concerns.

One-third of respondents said their companies currently do not use AI. Among those using the technology, 32% employ it for product data and catalog management. Another 31% use AI for marketing and content creation, while 23% use it for customer service and chatbots.

Inventory forecasting came in at 21%, followed by pricing at 15%.

AI Adoption Remains in Early Stages

The survey shows much of the aftermarket is still testing what AI can do.

Only 20% of respondents said their companies have moved beyond pilot programs. That includes 16% using AI across multiple processes and 4% reporting extensive integration.

Meanwhile, 30% have a few pilot programs underway, and 24% are evaluating potential applications. Another 25% currently have no plans to adopt AI.

For some companies, the challenge is determining where the technology can provide meaningful value.

“Identifying use cases that apply to my specific company and business model…at affordable rates,” one survey participant wrote when describing their biggest concern about AI.

Security and privacy concerns represent the largest barrier, cited by 31% of respondents. A lack of expertise followed at 25%. Uncertain ROI and data quality each accounted for 16%.

Another participant pointed to “lack of employee training which will limit business results” as a concern.

Despite those hurdles, investment appears poised to increase. Sixty-one percent expect their company’s AI spending to grow during the next 12 months. That includes 16% expecting a significant increase and 45% anticipating somewhat higher spending.

Productivity Gains Begin to Emerge

For companies already using AI, the results indicate early productivity benefits.

Fifty-four percent reported productivity improvements, including 15% who described those gains as significant. Another 39% reported slight improvements.

Open-ended responses about practical benefits frequently pointed to faster research, data analysis, content creation and administrative work.

One participant noted this benefit: “Speed at which we can research and analyze accurate data to drive quality business decisions.”

Others cited forecasting, component planning and inventory efficiency. One survey participant highlighted “finding ways to automate and become more efficient” and “automating cumbersome tasks.”

However, results remain uneven. Twenty-three percent reported no measurable productivity impact, while 18% said it was too early to tell. Another 5% reported reduced productivity.

For some businesses, AI has yet to demonstrate a clear advantage.

“I don’t see any benefits yet from AI. We are a NAPA jobber, and, other than a poor attempt at customer service, I don’t see much where NAPA has integrated AI,” one respondent wrote.

Inventory, Customer Service Could See Major Changes

Looking ahead five years, respondents expect AI to have a larger impact on core aftermarket operations.

Inventory planning, demand forecasting and supply chain management emerged as prominent areas for potential transformation. Respondents also frequently identified customer service, marketing, cataloging, parts lookup, sales and data analysis.

As one participant put it, AI could reshape “operations by way of having AI analyze sales history, predict trends, and allow companies to buy the right part at the right time and have it in the right location so that it is available to sell.”

Cataloging represents another potential opportunity. Respondents envision AI helping customers and employees identify correct parts, improve product searches and manage increasingly complex product information.

One participant specifically pointed to “the customer research for the correct part the customer is seeking when they come in” as an area AI could transform.

Trust Remains a Major AI Concern

Despite growing investment, respondents expressed significant concerns about AI’s accuracy and reliability.

Many emphasized the importance of verifying AI-generated information before using it for business decisions.

“It is still learning, so you cannot put your full faith in it without human oversight. Someone needs to read and approve all significant data and outcomes that are being relied upon in the organization,” one survey participant explained.

Security and privacy concerns were also common, particularly regarding proprietary company information. Others cited job displacement, inadequate governance and the potential loss of human judgment.

“Accuracy and removing the people element from decision making,” was a concern expressed by another participant.

Those concerns illustrate the aftermarket’s complicated relationship with AI. Companies increasingly see opportunities to improve productivity, forecasting and decision-making, but adoption remains fragmented.