Reply Logo
Menu
  • TOPICS
    TOPICS
    • Architecture
    • Artificial Intelligence & Machine Learning
    • AUGMENTED & VIRTUAL REALITY
    • Big Data & Analytics
    • Blockchain
    • Cloud Computing
    • CRM
    • Digital Experience
    • Digital Workplace
    • eCommerce
    • Game & Gamification
    • Industrie 4.0
    • Internet of Things
    • Mobile
    • Quantum Computing
    • Risk, Regulation & Reporting
    • Security
    • Social Networking & Crowdsourcing
    • Supply Chain Management
    • Video
  • INDUSTRIES
    INDUSTRIES
    • Automotive
    • Energy & Utilities
    • Financial Services
    • Logistics & Manufacturing
    • Public Sector & Healthcare
    • Retail & Consumer Products
    • Telco & Media
  • JOIN
    JOIN

    join reply work with us

    Reply is the place to meet an incredible variety of enthusiastic, passionate, ideas-driven people, who want to make a difference and an i​mpact.
    ​Would you like to know more?

    Go to careers​​​​
  • ABOUT
    ABOUT
    • ABOUT
    • REPLY AT A GLANCE
    • ALL REPLY WEBSITES
    • CAREERS
    • OFFICE LOCATIONS & CONTACTS
    • Reply Code For Kids
    • INVESTORS
    • FINANCIAL NEWS
    • REPLY SHARE INFORMATION
    • FINANCIAL HIGHLIGHTS
    • FINANCIAL CALENDAR AND EVENTS
    • FINANCIAL REPORTS
    • SHAREHOLDERS' MEETING
    • LOYALTY SHARES
    • CORPORATE GOVERNANCE
    • EXTRAORDINARY TRANSACTIONS
    • NEWSROOM
    • News
    • Events
    • Press
    • Webinars
  • Login
    Your ProfileLogout
Choose language:
Reply Logo

Search

Conversational Systems

Best Practice

Conversational Systems in the Automotive industry

FOCUS ON: chatbot, Customer Experience, Conversational Systems, Robotics for Customers, Artificial Intelligence & Machine Learning,

Scenario    

Recent results in the development of advanced User Interfaces focused on a new kind of interaction based on conversational capabilities. Quite common in digital channels and app, nowadays Conversational Systems can be understood as those intelligent machines able to understand language and conduct a written or verbal conversation with a User. A typical example of conversational system is a bot talking within a chat (chatbot), or a vocal assistant as Microsoft Cortana, Amazon Alexa, Apple Siri, etc.

Typically, their adoption is aimed at improving Customer Experience by steering interaction towards some kind of smart assistance. Their objective is providing informed answers, cues, help in direct channel interaction, possibly providing relevant answers in a timely fashion.

In the context of the framework Robotics for Customers, Conversational Systems are pivotal tools. They result as a crucial mean to improve Customer interaction, their experience and their engagement. They can be exploited to enhance existing channels or they may even constitute a fully fledged new digital touchpoint from scratch.

Advanced Chatbots go beyond basic conversations and fulfill real world tasks, for instance automating workflows, scaling teamwork and fully exploiting business opportunities and capabilities.

One of the first cases where the Robotics for Customers approach has faced Chatbots has been in the automotive industry, where online assistants have been conceived for product presentation and catalogue configuration.

solution

Looking for a new car contains many decisions to be made and questions to be answered. For instance: how many space I need? Did I want electro, hybrid or maximal performance? What’s about the number of seats? During their market exploration, Customers wants to answer those questions at a time which fits to our life – on weekend, afternoon or without driving to a dealer.

From a manufacturer perspective, instead, the use of a chatbot can be a mean to physically bring the customer to the dealer, while the conversion event could be fixing an appointment with the dealer.

This is where a conversational interface comes into play. From a Customer perspective the solution bridges the knowledge gap about the product, it seems to be a perfect option to save effort and straightforwardly respond to immediate needs . From the manufacturer side, instead, the chatbot is an automatic dealer, capable of smart interaction capabilities, exploitable by anyone, at any time. Even more, Chatbots can be provided with a proper storytelling, capable to adapt in terms of personalities, and conceived to be aligned with other major marketing campaign or initiatives within the brand.

The Robotics for Customers experiences have shown that Chatbots provide stunning conversion volumes, guaranteeing a frictionless user experience.

conclusions

The way people shop for cars has changed markedly: digital customer experience is the new battlefield and a real source of competitive advantage.

Chatbots can offer resourceful assistance to consumers while economizing processes for brands, in every phase of the customer journey: awareness and consideration (car configuration, creative engagement); after sales (smart services); loyalty. That’s why automotive companies want to be there where the action is: in messenger apps like Skype, Facebook Messenger, Slack, Whatsapp, Wechat, Telegram, Kik.

Reply highly specialized multidisciplinary teams combining technological expertise, marketing skills and UX thinking, to build bots with deep learning capabilities, strong purposes and unique voices. Thanks to Robotic for Customer Framework and AI recommendation engines, our developers can program virtual entities that understand users’ preferences, analyze their interactions and make predictions. Our designers and copywriters are able to translate these technical abilities into great conversational experiences, in order to captivate and excite people. Because an active, engaged brand community can drive innovation and increase customer loyalty.

RELATED CONTENTS

Human Centered Design The biggest obstacle to customer centricity is your organizational culture 0

Conversational Systems

Best Practice

Human Centered Design: The biggest obstacle to customer centricity is your organizational culture

With the current hype on customer centricity going strong, a lot of companies are asking Reply to help them turn their product and service development towards a more human centered one.

Recommendation Systems

Best Practice

Reply's approach and methodology for bringing recommendations in production environments

Reply has developed the framework Robotics for Customers which allows customers to build a time-to-value Recommendation System that can be easily integrated into any existing platform.

Conversational Systems

Best Practice

Personality by Design

In recent decades, we have witnessed the emergency of an increasingly robotic society and the growth of complex artificial intelligence.

We are in a world where the conversation is the interface and the personality is the new User Experience.

 
 
 
 
Reply ©​​ 2021​ - Company Information
  • About Reply​
  • Inves​tors​​
  • Newsroom
  • Follow us on
  • ​
​
  • ​Privacy Policy
  • Privacy Notice (Client)
  • Privacy Notice (Supplier)
  • Privacy Notice (Candidate)
  • Modern Slavery Act Tran​sparency Statement (UK & IR)​
​​Reply Enterprise Social Network​​