CarMoney partners with Connex AI for 24/7 compliant customer service

CarMoney adopts AI to deliver 24/7 customer service with built-in compliance

CarMoney has partnered with Connex AI to bring AI into its customer service operations across all channels. The rollout gives customers round-the-clock access while mirroring how advisers work and embedding compliance checks at every step.

Connex AI is already used by several automotive retailers to support sales and aftersales. The focus is speed without losing oversight-fast answers, clear audit trails, and controlled escalation to human teams when needed.

Why this matters for customer support leaders

• 24/7 coverage without adding night shifts: AI handles common queries and next steps; advisers step in for complex or sensitive cases.
• Consistency and auditability: Compliance gates are baked into each stage, reducing risk from missed disclosures or inconsistent advice.
• Operational scale: As volume grows, AI absorbs variability in demand while keeping response times low.
• Agent experience: Bots can collect context up front, so human advisers spend more time resolving and less time gathering basics.

Alastair Grier, CarMoney chief executive, said: "Customer expectations in the motor finance sector have never been higher. They want answers instantly, whether it's the middle of the day or late at night, and they rightly expect that every interaction is both helpful and compliant. By working with Connex AI, we are ensuring that our customers get a service whenever they need it, while also reassuring our teams that compliance is built in."

Compliance-by-design

Consumer lending is under closer scrutiny. Embedding checks into each interaction helps support teams keep pace with rules, disclosures, and record-keeping without slowing response times. If you operate in the UK, aligning scripts and flows to Consumer Duty outcomes is a practical baseline.

FCA Consumer Duty guidance is a useful reference for assessing your AI prompts, decision points, and handoff criteria.

What to watch after go-live

• Response time and first contact resolution: Track before/after baselines for AI-handled vs. human-handled queries.
• CSAT and complaint rates: Monitor by topic and time of day; review transcripts where sentiment dips.
• Compliance flags: Measure missed disclosures, incorrect categorisations, and late handoffs; audit weekly in early phases.
• Escalation quality: Define triggers for sensitive cases (affordability concerns, vulnerability indicators, data access requests) and test them often.
• Knowledge gaps: Tag questions the AI can't answer; convert the top 20 into approved snippets or flows each sprint.

How to implement this in your own support operation

• Start with high-volume, low-risk intents: FAQs, application status, document lists, appointment scheduling, and simple eligibility screens.
• Bake in guardrails: Approved language, required disclosures, and red-flag triggers that send the case to a human immediately.
• Design clean handoffs: Pass context, transcripts, and reason codes into your ticketing system to avoid repeat questions.
• Create a feedback loop: Agents can flag wrong answers in one click; ops teams review and fix weekly.
• Train people, not just models: Teach advisers how to supervise AI, review transcripts, and coach improvements.
• Measure what matters: Pair efficiency metrics (AHT, deflection) with quality metrics (CSAT, complaints, compliance pass rate).

Impact on CarMoney's growth plan

This move supports CarMoney's broader digital investment to improve the customer journey and scale operations. The broker works with more than 20 lenders and is targeting £730m in annual vehicle finance by 2029. It's also expanding its franchise network and hiring to support growth.

For support teams, that means higher volumes without linear headcount increases. AI absorbs repetitive demand, while people focus on complex cases, vulnerable customers, and trust-building moments.

Trend across automotive finance

AI in customer-facing roles is becoming more common as brokers and lenders look to meet rising demand, reduce operating costs, and manage compliance. Early adopters are prioritising blended models-AI for speed and consistency, humans for judgment.

Quick checklist to get started

• Map top intents by volume and risk level.
• Write approved responses with embedded disclosures.
• Define escalation rules and SLAs by scenario.
• Enable transcript logging and weekly quality reviews.
• Pilot on one channel, then expand once metrics stabilise.

Further reading and upskilling

• FCA Consumer Duty: outcomes, governance, and evidencing
• AI upskilling paths for support teams

Bottom line: CarMoney's partnership with Connex AI shows how to deliver 24/7 support without sacrificing oversight. For customer support leaders, the playbook is clear-start small, build guardrails, measure tightly, and keep humans in the loop for judgment calls.