Fixed Ops Magazine - 2021 Vol18 03 - 20

FEATURE
DIGITAL VOICE
ASSISTANTS
ARRIVE
Enhance the Customer Experience
Through Conversational AI
F
or years, automotive dealers have relied on
technology to enhance customer and staff experience,
streamline efficiencies, improve performance,
increase accountability,
and reduce expenses. Well, the next
wave of customer and employee experience
improvement is ready for
automotive...Conversational AI and
the Digital Voice Assistant.
ences relating to communication.
This technology has
already become a
WHAT IS
CONVERSATIONAL AI?
According to Deloitte, Conversational AI is a programmatic
and intelligent1
way of offering a conversational
experience2
to mimic conversations with real people,
through digital and telecommunications technologies.3
1. Informed by rich datasets and speaker intent.
2. Providing customers with informal, engaging experiences
that mirror everyday language.
3. Digitally enabled products, platforms and experi20
staple
across most
industries
Conversational AI is making it possible for companies
to better meet customer expectations
for personalized, 24/7 service.
These possibilities mean better experiences
for customers. Interactions
feel natural with contextual
awareness and adaptive behavior
driven by past interactions. This
technology has already become a
staple across most industries with
fast returns and low costs to integrate. According to
Twilio, after implementing a Digital Voice Assistant
(DVA), organizations report an inquiry reduction of up
to 70 percent in call, chat and/or email inquiries and
33 percent savings per voice engagement.
THE RISING NEED FOR CONVERSATIONAL
AI IN THE SERVICE DEPARTMENT
More than ever, customer experience is the key differ

Fixed Ops Magazine - 2021 Vol18 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 03

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