With the help of Aivo, a technology company specializing in conversational AI for customer service, GM implemented a smart chatbot in multiple Latin American countries, the company said.
The chatbot is available on GM´s websites for Colombia, Ecuador, Chile, and Peru, and it is designed to hold natural conversations and understand the intention behind each customer´s question, regardless of regionalisms and typos. This allows the company to have a digital conversation channel for customers from the entire region to find answers to their questions, learn about the brand´s best products, and eventually, make a purchase decision.
If a customer has questions about a vehicle and is uncertain about which characteristics best adapt to their lifestyle, they can turn to the chatbot for help with comparing models, finding information about available vehicles, or even different payment plans. This enriches the experience and speeds up the sales process.
Among the company´s results are an increase in customer satisfaction thanks to automatic answers and an increase in online sales, in addition to being on the cutting edge of the industry in terms of innovation, accessibility, and ease of use.
With these results, General Motors is ready to take the next step, widening coverage to other digital channels and expanding its digital strategy in Mercosur.
Since 2012, Aivo has offered AI-powered omnichannel solutions to help companies solve their main customer service and sales growth challenges. Focused on giving time back to people, the company offers businesses of all sizes easy-to-use solution to improve customer experience. Aivo operates globally in 22 countries, with 7 offices in North America, South America, and Europe.