Chatbots to Drive Customer Engagement and Revenue for Automotive Industry

Auto Tech Outlook | Wednesday, March 27, 2019

The automotive market is quite competitive, and buyers have a wide variety of options. As today's customers are increasingly tech-savvy, it is becoming essential for the automotive industry to invest in technology such as chatbots. Communicating via chat are more comfortable for customers, which is why chatbots are becoming an integral support service in the industry. Chatbots can help dealers drive both online and in-store traffic in addition to improving the customer experience by reaching consumers in the channel they prefer. Here are ways in which chatbot is transforming the automotive industry.

One of the most anticipated applications of chatbots in transportation services is in ride-sharing. Ride-sharing services are continually improving the quality of their services. But customers still need to rely on conventional human interaction for specific service requests. There will be no need to make a call for extra information, waste time typing messages, or struggle to communicate with the driver. The ride-sharing process will become much simpler, more accurate, and quicker.

Communicating with cars through chatbots will make cars more intelligent. The chatbots will provide useful information, and the opportunity for participants to ask questions and experiment with voice commands. Maruti Suzuki's team has already announced plans to develop the system with navigation and driving assistance applications further, once it is ready for use by the general public.

Vehicle diagnosis is another application of chatbots which is still in its infancy, but might soon become widely adopted. Chatbots can be used for various diagnostic purposes including verifying if the vehicle is working properly, checking the fuel levels and analyzing fuel consumption. Chatbots can send automatic notification to the drivers if something is wrong with the cars which might be a beneficial and convenient option. A project such as YourMechanic is helping car owners calculate and repair estimates and book appointment with mechanics.

The integration of chatbots into autonomous cars will be useful for choosing traffic routes, avoiding busy roads, and ensuring the safety of passengers. The chatbots will have to be an integral part of self-driving cabs as the customer will have to connect with the cab through a chatbot.

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