Banking
Deployment record
In the tracker →- Organisation
- Boyd Group
- System
- agentic AI
- Stage
- Live
- Function
- customer service
- 01Boyd Group has implemented AI agents for after-hours customer calls and follow-up appointments, aiming to improve efficiency in scheduling repairs.
- 02The company is targeting administrative work related to insurance claims as a major area for technological improvement, with nearly half of its workforce involved in this process.
- 03Boyd's Project 360 aims to achieve $140 million in cost savings by 2029, with $90 million realized to date and an expectation of an additional $15 million in Q4 2026.
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- 04In Q3 2026, Boyd reported revenue of over $1 billion, a 28% increase year over year, with same-store sales rising 2.2% and adjusted EBITDA increasing by 34%.
- 05Boyd plans to open 34 new locations in the next 12 months and has successfully integrated Joe Hudson's Collision Center into its operations, enhancing productivity and synergies.
Boyd Group
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Boyd Group, which operates collision repair centers in North America, has started using AI agents in how it handles customers.
On the company's Q3 2026 earnings call on November 11, 2026, President and CEO Brian Kaner said Boyd now has "agentic AI now answering calls in after hours to schedule repairs."
Kaner said the company is also using AI for follow-up appointments, and that follow-up on sales opportunities is "going through an AI agent."
He said Boyd is "starting to really see some of the benefits of AI" in making the process of "getting the car to the back" of the shop more efficient.
He did not say how many locations use the agents or put a figure on the savings so far.
The Claims Workload
Kaner described the administrative work around insurance claims as the next major target for technology at Boyd. Reducing that burden is "one of the biggest focuses of the business going forward," he said.
The workload is large. "Almost half of our people are just simply in stores that are moving a claim to the back of the shop," Kaner said.
If Boyd continues to use agentic AI and other technology to make that workflow more efficient, he said, "there is a big cost pool that is out there for us to be able to go attack."
He made the comments in response to Scotiabank analyst Carol Adu-Bobie, who asked what additional cost actions or process improvements Boyd could take to keep improving margins as the gains from its existing cost programs become more modest.
The Last $35 Million
The AI work is tied to Project 360, the cost program Boyd launched in the fourth quarter of 2024. "When we launched Project 360, we set a goal of delivering $100 million in cost savings between 2025 and 2029," Kaner said.
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The target now stands at $140 million, including about $40 million in synergies from Joe Hudson's Collision Center, which Boyd acquired.
Boyd has realized about $90 million in savings to date and expects about $15 million more in the fourth quarter, bringing the total to roughly $105 million by the end of 2026.
The remaining $35 million is expected between 2027 and 2029, "with a growing emphasis on using technology and AI to improve shop productivity," Kaner said.
The earlier savings came from other changes. In 2025, Boyd introduced an indirect staffing model and worked on indirect procurement. Kaner said Project 360 has improved adjusted EBITDA margin by 230 basis points since it launched.
Management has set a target adjusted EBITDA margin of 14%.
Integrating Joe Hudson's
Boyd completed the conversion of Joe Hudson's locations onto its own systems "in an accelerated manner," Kaner said, and the focus has moved to bringing those stores onto Boyd's operating model and regional incentives.
Boyd has also brought more scanning and calibration work in-house, passing 80% coverage, ahead of plan. Some of the savings from that work were classified as Joe Hudson's synergies rather than Project 360.
The Quarter
Boyd reported Q3 2026 revenue of just over $1 billion, up 28% year over year, including $206 million from 342 locations that were not open for the full prior-year period. Same-store sales rose 2.2%.
Gross margin was 46.7%, up 40 basis points. Adjusted EBITDA rose 34% to $132 million, a margin of 13%, compared with 12.4% a year earlier. Adjusted net earnings were $19 million, and adjusted EPS was $0.68, compared with $0.83.
Fuel and utility costs were higher year over year and offset part of the savings, the company said. Boyd plans 34 start-up locations over the next 12 months, and management said October same-store sales were positive.
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