Parham Saebi, our Head of Client Relations, CRM Solutions, has been featured in AM Online discussing how conversational chatbots will play a key role in delivering customer service for drivers. This is as the automotive industry moves towards a more digital, customer centric business model.
Parham argues the enhancement of the connected car, will drive this change. But, greater adoption of the technology will lead to more pressure on manufacturers to maintain the quality of service their customers have come to expect.
Chatbots – text-based computer programmes capable of conversing with a human – have the potential to help to bridge this gap.
He said: “Conversational chatbots could provide immediate answers to topics usually tackled by a manufacturer’s call centre or dealerships. For example, when prompted, an onboard chatbot could tell the driver what to do when a warning light flashes, provide guidance on how to use a vehicle’s entertainment systems or help navigate a newly installed upgrade.”
“By using this type of chatbot, manufacturers and dealerships could reduce the number of simple, high volume enquiries customer service agents have to deal with, freeing them up to provide more nuanced services that require a human touch.”
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