Case Study
Services We Delivered
Chatbot
Industry
Automotive
The Client
McQueen Autocorp is a leading US-based used car selling company with a buyer network spread across the entire United States. McQueen Autocorp offers a nationwide modern car selling service, facilitates sellers with an instant offer for their car(s) using price prediction algorithms and real-time bids from an extensive network of licensed buyers.
Disclaimer - The name McQueen Autocorp is a placeholder as there is an NDA signed between both parties.
Challenges
Our client’s Dispatch Bot struggled with handling long, unstructured user responses, causing delays in car pickup coordination.
- Mismatched responses caused the bot to fail, halting transactions and leaving issues unresolved.
- This resulted in revenue delays as sales couldn’t be completed.
Solution
We introduced Cyborg, a bot that escalated complex responses to human agents for better handling.
- Cyborg would trigger a handover to a human agent via Slack when the Dispatch Bot couldn’t understand user input.
- The agent would clarify the context and choose an appropriate action, which Cyborg would relay back to the Dispatch Bot for processing.
Results
The solution improved transaction flow and resolved issues efficiently.
- Over 2,500 situations were resolved weekly by human agents.
- More than 600,000 transactions were successfully completed post-implementation.
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