New Delhi, September 2025 – Gen Z is reshaping the future of automotive retail and ownership, with a strong preference for AI-powered car buying and maintenance solutions, according to new research from Salesforce. The findings highlight how younger, tech-savvy drivers are transforming expectations for personalization, digital-first experiences, and value-driven decisions across the auto industry.

AI Agents Gain Traction Among Gen Z

The study reveals that 74% of Gen Z consumers want AI agents to recommend the best time to buy a car based on real-time price fluctuations, deals, or incentives. This compares to just 53% of baby boomers, underscoring the generational divide in embracing AI-driven decision-making.

Other key insights include:

• 79% of Gen Z want AI agents to suggest the right car for their needs, compared to 58% of baby boomers.
• 68% of Gen Z and 71% of millennials want AI guidance on financing options, versus 53% of boomers.
• 67% of Gen Z prefer AI agents to automatically schedule service appointments, compared to 39% of boomers.

These insights suggest that younger car buyers are leaning heavily on AI for both purchasing and ownership, particularly when it comes to overcoming challenges such as finding the right model, securing financing, and determining the best time to buy.

Digital-First Expectations in the Auto Sector

Salesforce’s report highlights a broader trend: Gen Z’s trust in technology extends beyond car purchases into vehicle maintenance and innovation.

• 71% of Gen Z believe AI will simplify car maintenance, compared to 49% of baby boomers.
• Gen Z shows greater awareness of connected cars (69%), software-defined vehicles (71%), and mobility-as-a-service (72%), far outpacing baby boomers.
• Nearly 40% of Gen Z are open to subscription-based payment models for advanced driver personalization features, almost double that of boomers (21%).

What Industry Leaders Are Saying

“This research shows how quickly the landscape is changing for automotive manufacturers, dealers, and captive finance companies,” said Achyut Jajoo, SVP & GM of Salesforce’s Automotive Cloud. “Demand for personalized, efficient customer experiences across every stage of the car buying and ownership journey will drive many to seek AI agents as a solution.”

Salesforce is addressing these needs with Agentforce, an agentic layer built on its Automotive Cloud. By unifying vehicle, telemetry, customer, and financial data, the platform enables automotive businesses to deliver personalized digital showrooms, AI-powered recommendations, and automated service scheduling at scale.

Why It Matters

As Gen Z emerges as the next wave of car buyers and lessees, their digital-first mindset is set to disrupt traditional auto retail and after-sales models. Automotive leaders who embrace AI-powered solutions stand to build trust, loyalty, and long-term relationships with this influential generation.

What’s Next

Salesforce is partnering with leading automotive and mobility companies — including Goodyear — to deliver AI agent-powered customer experiences. These innovations aim to simplify car ownership, personalize product offerings, and reduce operational costs, setting the stage for the next era of AI-driven mobility.