AutoNation Finance is deploying AI in its call center to monitor quality assurance, offer real-time insights and boost overall compliance. 

The lender, which manages a $450 million portfolio as the captive lending arm for automotive retailer AutoNation, is using AI-driven call center compliance provider Balto, Kim Gershon, senior vice president and chief operating officer at AutoNation Finance, said at the 2026 AFSA Vehicle Finance Conference and Expo in Las Vegas on Feb. 2. 

“Balto listens to 100% of the calls and QAs [quality assurance] 100% of the calls,” Gershon said. “You cannot have enough human QA team members to listen to all the calls.” 

The technology is used to: 

• Scan all conversations and leverage AI to flag legal issues; 

• Accept, decline or escalate compliance issues; 

• Flag compliance risks in real time; and 

• Transcribe, record and create notes. 

Balto, founded in 2017, has raised $57.6 million, according to Crunchbase. Balto clients include AmTrust, Financial Corporation of America and NewRez, according to the company. 

Integrating AI

Balto is not the only AI provider AutoNation Finance has integrated into its operations, Gershon said. It also leans on these AI-driven fintechs to streamline operations: 

• Informed IQ; 

• Level; and 

• Salient AI. 

“The vendor that you use is important,” Gershon said.  

— Additional reporting by Amanda Harris

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