Dealers could use conversational AI to tackle customers’ unanswered questions about electric vehicles and help stimulate demand, says Keyloop.
The technology provider said BEVs generated 23.6% of powertrain-related questions submitted through AIME, its conversational AI tool embedded in participating dealer websites.
This compares with BEVs accounting for 5.5% of UK used car transactions during the second quarter of 2026, suggesting they generate more than four times as many questions as their current market share.
Adrian Nash, chief product officer at Keyloop, said: “Crucially, we think the primary barrier to greater EV uptake is confidence, not cost.
“We’ve seen how AIME is tackling EV-related questions that are simply not being aired during human-to-human interactions. It’s a sign that consumers are hesitant about asking ‘silly’ questions about EVs face-to-face and how this can be an insurmountable barrier to progressing with an enquiry.”
Keyloop made the call following the launch of the Government’s consultation on the zero-emission vehicle mandate. The review is considering annual sales targets, manufacturer flexibilities and the definition of cars relying solely on internal combustion engines ahead of their planned phase-out in 2030.
While much of the debate has focused on vehicle prices, incentives and whether current mandate targets should be relaxed, Keyloop argues that dealers could also support demand by providing customers with more accessible information.
Its AIME tool operates continuously and draws on information about a dealer’s available stock. It can answer questions covering charging times, running costs, vehicle specifications, finance and part-exchange valuations.
Speaking on Keyloop’s Drivetime podcast, Peter McDonald, director at home charging provider Ohme, said sales staff could not reasonably be expected to possess detailed knowledge of every aspect of EV ownership.
“I don’t think we live in a world where we want the sales executives to have intimate knowledge of that topic,” he said. “It’s already hard enough knowing the specification of the car and managing the finance.”
However, McDonald said sales executives still needed to explain the potential savings available compared with running a petrol car.
Nash added: “EV customers require greater breadth and depth of information, related to the ownership proposition as much as the product.
“Retailers who can use conversational AI tools to support customers and their staff will be best placed to capture new opportunities and lead the next phase of EV adoption.”
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