Fixed Ops Magazine - 2021 Vol18 04 - 40

Not only did the DVA catch the overflow calls that New
Country's BDC was not able to catch, but she did so
in record time. While most service BDCs struggle to
complete an appointment call in less than 6 minutes,
the DVA averages 2.5 minutes from first ring to complete
wrap-up.
THE PILOT DVA PROVIDES THE
EXPERIENCE THAT CALLERS ARE SEEKING
Today's consumers want convenient solutions. The
pandemic accelerated technology adoption across
all ages and demographics. Amazon's profits increased
almost 200% during the first few months of
the COVID-19 pandemic as more people than ever
shopped online in search of ease and accessibility.
" With the addition of Brooke, our leadership team recognized
a strategic opportunity to determine how the
Digital Voice Assistant technology can innovate our
customer experience. " Milleman stated, referring to
the Pilot DVA.
New Country understands that the quality of their callers'
experiences was the way to win in today's competitive
landscape. The Pilot DVA rose to the challenge.
Unlike automated menu systems that can have routing
issues and long hold times which have potential to sink
the customer experience, the Pilot DVA interacts like a
human with the capability to understand and engage
in friendly, helpful dialogue. Built-in conversational
capabilities also allow the Pilot DVA to interact with
customers without ever using a script, creating a more
natural conversation. The digital voice assistant recog40
nizes
returning customers and greets them by name.
She also welcomes new customers, obtains necessary
personal information, and properly identifies the reason
for a call. For example, when a customer expresses
concern about leaking fluids, the DVA recognizes
the need for diagnostic services and converses with
the caller to determine how to best serve them.
" When considering the beta program, we knew we
were going to gain from this more than we were going
to lose. You get consistency with Brooke in tone,
demeanor, and how calls are handled, " said Milleman.
Using Natural Language Understanding, the DVA understands
callers making appointment requests in the natural
ways they ask. For example, if a customer calls and
asks, " Do you have anything open for an oil change next
Friday at noon? " The DVA understands the customer's
request for next Friday at 12pm. From there, the DVA
checks availability to schedule the service.
Brian noted that the Pilot DVA was dependable and
consistent. Obviously, the DVA never calls out sick or
has a bad day. Rather, the DVA outperforms dealership
employees in the number of calls she can handle
and in the accuracy of those calls. The DVA is clearly
a timely solution to a national staffing shortage in a
post-COVID marketplace.
ONBOARDING A DIGITAL
VOICE ASSISTANT
" Her integration with our scheduling tool is a key component
in efficiency " stated Milleman. This integration
Fixed Ops Magazine - 2021 Vol18 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 04
