An automotive dealership needs to support an on-going inbound stream of leads requiring product and service knowledge an appointment booking. Live assistants manage these conversation with little product knowledge and inconsistent responses.
Introduction
An Australian vehicle dealership wanted to consider an intelligent digital concierge to help tackle a two-fold problem:
1. Delivering consistent quality customer service to existing customers and inbound leads to convert them to test drives and sales meetings
2. Simultaneously drive down scalability costs
Functionality
The concierge use case was multi-fold and the single agent was made to deliver 4 types of utilities:
New & used car enquiries – Answering questions about the model of interest, and ultimately moving the conversation towards lead capture (e.g., test drive appointments are priority, then providing dealership details). Help identify the nearest dealership location and provide the contact details.
Service department enquiries – As above, usually handled at a Dealership level.
Complaints – Complaints need to be captured so the brand can address them.
General – Answer questions about the available models, assist customers with local dealership details (Dealership locations, contact information, operating hours, etc.), website navigation support and general customer service support.
Excerpt 1: Architectural node network
A majority of web traffic enquiries were made to service new car purchases. So the Concierge needed to balance between assisting customers learn about relevant models based on their wants and needs, while aiming to move the conversation towards converting them to a test drive booking.
So it was a balance of not coming across pushy with only questions to capture booking information, but also not only responding with educational information.
We can see the agent was professional and very knowledgeable about the product and how to manage a customer.
Sample concierge conversation
When it comes to these agents, the amount of product specs delivered to the client, it’s ability to send a relevant link to further them down their purchasing journey, and any additional functionality to provide convenience to the customer or the internal sales team, is all possible. It just comes down to integration and programming. Equally how much information and text you want the AI agent to deliver can be controlled.
Overall some of the functions involved had this concierge made to functionally:
1. Provide product images within the chat as part of the response, related to specific vehicle model enquiry.
2. Capture key client details to facilitate concierge’s responses as accurate
3. Record key conversation details
4. Integrated reporting of chat transcripts to solve for following up with leads depending on the nature of the conversation and report generation.
Excerpt 2: Architectural node network
The impact
The concierge is capable of replacing any number of existing live agents, who not only engage with the customer but also perform all the manual post-conversation tasks. The response times were not only immediate and 24/7 which made this a very attractive solution, but also consistently professional and according to the direction and tones required by the dealership.
Conclusion
To get started on considering how an AI agent whether it be an automotive concierge or other can help deliver your workflows towards customers or employees you’ll need to figure out what workflow processes are best to tackle first. The criteria for this are numerous and often vary in priority depending on the business. At the end of the day if you have valuable people who could be performing much more valuable generative work (e.g., selling, creating partnerships, etc.) if they had a part of their daily tasks automated, that is one immediate use case. in general any use case to reach large numbers of leads immediately before your competitors or monotonous work that can be automated, impacting to the bottom line directly are all worth while.
Book a free AI consult with us to know how AI can either intentionally or unintentionally impact your business.
Related Posts
