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Make your customer communications seamless

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Artificial intelligence will help dealers improve their communications with customers in the months and years ahead, delegates at Automotive Management Live 2019 will learn.

In a dealer masterclass during the Automotive Management Live expo on November 7 at Birmingham NEC, Liveperson UK sales director Thom Coupar-Evans, UK sales director at LivePerson, will tell delegates who join him for his masterclass at Automotive Management Live how AI is already pre-qualifying consumers who are searching for their cars online, ready for motor retail employees to pick up the conversation when the time is right.

Communication systems allows bots to prioritise conversations based upon their intent and the complexity of their inquiry, before seamless transition to an agent.

Self-learning AI enables bots to establish the intent of a consumer based upon the kind of questions that they ask.

Once an intent has been established the conversation is handed over to the Live agent via smart routing so the more specific needs of the consumer can be met.

Coupar-Evans said: “Potential automotive consumers are not engaging with brands in normal operating hours. Lifestyle and work commitments increasingly mean that the hours between 8pm and 11pm are peak times when it comes to automotive research and brand engagement.

“Customers are engaging with brands in a multitude of different ways and often the platform of choice is selected based upon time and convenience.

"Regardless of platform, consumers want to be able to pick up and put down a conversation with a brand in real time and across multiple platforms."

On November 7 at Birmingham’s NEC, Automotive Management Live 2019 brings together industry experts, leading suppliers and manufacturer and car dealer delegates to share insights, guidance and tangible take-aways on some of the pressing topics facing the sector, including digital marketing, online retailing, FCA compliance and workforce management.

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