Balancing technology and talent for a stronger auto care ecosystem

Artificial intelligence (AI), digital diagnostics, and connected vehicle technologies are completely reshaping the way service and repair businesses operate. These tools offer efficiency, predictive capability, and access to data that can transform customer service. But as powerful as technology has become, it cannot replace the insight, adaptability, and expertise of the skilled trades professionals who keep vehicles safely on the road. 

The limits of automation 

Modern vehicles are increasingly defined by data. Sensors, onboard computers, and connected systems generate a constant stream of information about performance and maintenance needs. This has made diagnostic tools more advanced than ever before; however, automation can only go so far. 

A diagnostic system can identify a fault, but it cannot interpret context. It cannot understand how climate, road conditions, or driving habits contribute to a complex issue. A technician’s expertise allows them to look beyond the code—to understand the “why” behind the “what.” 

Human judgment is what ensures that a digital reading translates into an accurate, effective repair. It is what prevents misdiagnosis, ensures safety, and builds customer trust. Data can inform, but it cannot decide. 

The risk of workforce underdevelopment 

As the auto care sector adopts AI-driven systems and digital tools, there is a growing risk that investment in technology will outpace investment in people. This imbalance threatens the very foundation of the industry’s success. 

Without a robust, well-trained workforce, even the most advanced technology loses its value. A shortage of qualified technicians limits shop capacity, increases turnaround times, and weakens customer relationships. It also constrains innovation—because it is skilled professionals who translate data into action. 

The businesses that will thrive in the coming decade are those that: 

• Treat workforce development as a strategic priority, not a cost centre 

• Integrate digital literacy into technical training and apprenticeships 

• Create career pathways that attract and retain skilled talent 

Technology should not replace people. It should empower them. 

The right to repair: Protecting access and expertise 

This is where the right to repair becomes critical. The ability for independent repairers to access the same data, tools, and software as vehicle manufacturers ensures that the aftermarket can continue to serve Canadians effectively and competitively. 

Without fair and consistent access to repair information, digital transformation risks creating barriers instead of progress. Skilled trades professionals cannot apply their expertise if they are locked out of the data that modern repairs require. 

AIA Canada’s advocacy for the right to repair is rooted in this reality: innovation must be open, equitable, and built to sustain the entire ecosystem of service providers. Ensuring that shops, large and small, can access repair data is not just about fairness. It is about maintaining safety, affordability, and consumer choice for Canadians. 

Building the future together 

The auto care sector’s future is not a choice between technology and people. It is a commitment to both. Data may drive decision-making, but skilled trades keep the wheels turning—literally and figuratively. Investing in the next generation of technicians, advocating for repair access, and aligning digital transformation with workforce development are not optional strategies. They are the foundation of a resilient, innovative, and sustainable industry. 

The tech revolution will continue to evolve. The question is not how to replace human expertise, but how to amplify it.