Challenge

The client wanted to streamline service bookings and enhance customer support for dealers by implementing a conversational AI chatbot. Their primary objectives were to:

• Provide 24/7 automated customer support to handle service inquiries.
• Reduce staff workload by automating common queries and service scheduling.
• Ensure seamless integration with their existing APIs for vehicle and appointment validation.
• Develop a scalable AI solution that could be deployed across multiple dealerships.

Solution

We partnered with the client to design and implement a custom AI chatbot, capable of managing end-to-end service bookings across website, SMS, and WhatsApp. The chatbot was designed to:

• Greet customers and collect vehicle details.
• Guide customers through the service booking process in a conversational manner.
• Validate vehicle details in real time using API integrations.
• Confirm appointments and provide a booking summary via multiple channels.
• Leverage AI-driven natural language understanding for seamless customer interactions.

Key Features & Implementation

• Multi-Channel Support: Customers can interact with the chatbot via website chat, SMS, and WhatsApp.
• Seamless API Integration: Real-time validation and scheduling using the client's DMS APIs.
• AI & NLP Capabilities: Implementation of AI framework to support various intents and workflows.
• Automated Feedback Collection: Capturing customer feedback for continuous improvement.
• AWS-Powered Deployment: Scalable infrastructure using AWS EC2, RDS.

Future Scope

The client is exploring additional AI enhancements, including:

• Personalized service recommendations based on vehicle history.
• Voice-based interactions for hands-free service booking.
• Integration with social media messaging platforms for broader customer reach.