Conversational AI has ushered in a new era of digital transformation. By 2026, the global digital transformation spending is forecast to reach US$3.4 trillion. This digital transformation wave has taken over the automotive industry as well and it has proven to be beneficial for customers while being profitable for the automotive industry overall. So, there are more and more takers of conversational AI in automotive industry.
Conversational AI in Automotive Industry
Lead Generation and Qualification
In the traditional method of generating and qualifying leads, the entire process was manual. With the easy availability of conversational AI automation tools, omnichannel bots are now used to monitor incoming leads, qualify and nurture them to see if they can grow into profitable business opportunities. These omnichannel bots are available 24*7. Hence, no leads are missed out even when all the business operations are offline.
Test Drive and Service Appointment Booking
Conversational AI bots and virtual assistants help customers book test drives and service appointments based on the available slots. These bots are able to provide details about costs, delivery dates and more. Without these bots, it would take a visit to the showroom and waiting for your turn to get the vehicles serviced or to take test drives.
Product Information
Without generative AI, providing accurate product information to customers was a struggle for stakeholders in the automotive industry. They had to go through brochures and this information would be available to customers only when they visited showrooms or go through the website. With generative AI, bots are able to crawl a knowledge base or a website for relevant product information and share it with customers. This ensures that the most accurate information available is shared with the customers so they can make their purchasing decisions accordingly.
Customer Engagement and Support
Generative AI has significantly transformed the way the automotive industry engages customers and provides customer support. Thanks to generative AI, customers can avail support whenever required. They do not have to stay on hold for long hours and can avail self-help to resolve their issues. Even if human customer service agents are handling customer issues, agent assist tools have generative AI-powered hints, checklists, guided workflows and more to ensure seamless customer support.
Customer Feedback Collection
Conversational AI bots collect feedback from customers through post-interaction surveys over email, text, and calls. Bots may also interview customers about their experience with the business through calls or social media. These bots are generally integrated to analytics tool which generate downloadable reports with detailed customer feedback and actionable insights derived from the customer feedback.
Advantages of Using Conversational AI in Automotive Industry
Consistent Omnichannel CX
Through omnichannel communication, customers are engaged and support is delivered consistently. This ensures that the brand voice is consistent through all the channels. The consistent brand voice allows customers to identify the brand easily. It also influences the purchasing decisions of customers.
Automated Customer Support
Automating customer support takes the load off human customer service agents. It also makes customer support available around the clock which is excessively resource- and time-consuming to do with human customer service agents.
Hassle-free Appointment Booking
The ease with which service appointments can be booked can make or break deals for customers. Thanks to conversational AI, appointment bookings have become a breeze.
Capturing True VoC
Conversational AI makes collecting feedback more organic and derives insights from these customer interactions. The insights from these interactions help the automotive industry stakeholders in making business decisions which have significant impact.
Conclusion
The automotive industry has jumped on the AI bandwagon and seen significant impact. Studies suggest that using conversational AI in automotive industry has reduced operation costs by 70% and contributed to increased revenues.
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