April 1, 2026 / by Solera Holdings
AI All Around You: The Invisible Engine Driving Collision Repair
From Buzzword to Shop Floor
The collision repair industry is no stranger to transformation, but the pace of change today is something else entirely. In a recent CIECA educational webinar hosted by Executive Director Paul Barry, industry leaders Bill Brower, Senior Vice President of Global Industry Relations and North America Claims at Solera, and Mark Fincher, Vice President of Product Management at CCC Intelligent Solutions, discussed one of the most talked-about topics in the world today: Artificial Intelligence.
If you missed it, keep reading to check out the summarized highlights of the talk. You can also click here to watch the webinar recording. It’s never too late to learn!
What AI Really Means for the Collision Industry
The conversation started with Fincher clarifying some of the technological components behind AI, which has become a catch-all phrase, but in practice, it’s a combination of:
- Machine Learning (ML): Identifies patterns in large databases to make predictions.
- Computer Vision: Interprets images, such as identifying vehicle damage from photos.
- Natural Language Processing (NLP): Converts human language into structured data.
- Generative AI (Gen AI): Produces summaries, recommendations, and even repair insights.
- Agentic AI: Goes a step further by taking action within the workflows.
Together, these capabilities allow systems to see, understand, predict, generate, and act, covering nearly every stage of the collision repair process today.
Where AI Is Already Making an Impact
When it comes to insurers and shops, AI is already embedded in daily operations and most policyholders are not aware of the frequency of times they run into it throughout the process. Here are just some examples of the AI-powered steps along the claims journey that Brower explained:
1. First Notice of Loss (FNOL) – AI use at claims intake through intelligent call handling from call centers is streamlining the way policyholders submit their information, finding relevant data and routing the call faster.
2. Triage & Total Loss Decisions – Advanced algorithms now help determine the level of repairability faster, enabling better decision-making early in the claims process to direct total losses to the right destination from the beginning.
3. Photo-Based Estimating – Computer Vision tools analyze vehicle images of the damage to generate preliminary repair estimates, saving time and improving consistency.
4. Claims Payments – The shift from manual payment processing to digital payments has accelerated since the pandemic. AI validates the data needed to complete transactions quickly and securely.
The Digital Foundation Behind AI
AI depends on data. One of the most interesting facts the experts shared during this webinar is the major digital shift they are seeing in the industry. According to Fincher, research shows that in 2010, less than 4,000 shops used shop management systems. Fast-forward to today: more than 15,000 shops are leveraging shop management systems. This evolution has created the data-rich environment AI needs to thrive.
Equally important is interoperability. Standards developed by organizations like CIECA (Collision Industry Electronic Commerce Association) ensure systems can communicate seamlessly, making AI deployment scalable and effective across the automotive ecosystem.
AI and the Workforce Dilemma
One of the biggest concerns around AI is job displacement. But as shared here by Brower and Fincher, the reality looks very different for body shops. AI excels at speed, pattern recognition and processing large volumes of data. All this still needs the level of thinking that professionals excel at: review and judgment, evaluating context, handling exceptions, etc.
Every repair is unique, and that uniqueness requires skilled professionals. AI is simplifying and accelerating administrative tasks in a way that is allowing estimators, technicians and adjusters to focus on higher-value operations and more complex repairs.
New technologies are proving its value through:
- Less administrative burden
- Faster workflows
- Happier teams
Additionally, professionals who embrace AI tools and learn how to use them well are positioning themselves ahead in an increasingly competitive labor market.
Elevating Customer Experience
One often overlooked area where AI can shine is the front office experience. Customers arriving at a shop are often stressed following an accident. Long waiting times and inefficient intake processes only add to that frustration. AI-enabled tools can:
- Speed up check-in
- Capture vehicle data instantly
- Retrieve policyholder’s claim information
- Provide faster preliminary repair assessments
Engaging customers immediately upon arrival, keeping them informed and explaining the repair process can significantly improve satisfaction and set the tone for the entire repair journey, which therefore leads to a better customer experience, higher retention rates and even referrals.
Instead of a single, isolated solution, AI functions as a layer of capability that enhances every step of the process. According to industry leaders like Bill Brower and Mark Fincher, the step that is leading repair professionals to success is mapping and knowing where to integrate AI in their claims journey.
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