Dealer parts contact centers continue to evolve, and enough has changed since this topic was last covered at NAPB 2024 to justify an updated discussion. This session will focus on the tools and technologies OEMs have implemented in recent years, including newer AI-enabled capabilities. We hope to cover which tools have been launched, how implementation has gone, what challenges OEMs have faced, and whether these investments have improved performance. The conversation will also explore what other operational changes have accompanied new technology, such as adjustments to staffing models, workflows, or processes. Because contact centers are a wide topic, the session will focus specifically on tools and technology and their impact on contact centers more broadly.