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 faced significant challenges in managing call volumes at their cloud call center, which handles 5,000–8,000 daily calls to provide quotes for used cars.
- During peak times, queues exceeded 10 minutes, causing high drop-off rates.
- Many callers switched to competitors, resulting in lost revenue.
- Scaling the team for temporary spikes was impractical and costly.
Solution
We developed an AI-powered chatbot to handle overflow effectively.
- Calls queued for over 2 minutes triggered an IVR offering an SMS-based quote option.
- Callers opting in received detailed instructions via SMS.
- NLP enhancements ensured seamless user experiences, including:
- Dynamic Responses: Personalized follow-ups based on input.
- Model Correction: Suggested accurate car models for typos.
- Smart Suggestions: Provided model options for vague inputs.
- Slang Detection: Mapped terms like “Chevy” to “Chevrolet.”
- Global Context: Streamlined questions to avoid redundancy.
Results
The chatbot delivered remarkable outcomes:
- Monthly engagements increased to 14,000.
- Quotes generated grew by 65%, reaching 9,100.
- Abandoned calls reduced by 500 per month.
- Revenue through the bot totaled $865,000.
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