Cars.com sought a solution to handle repetitive inquiries and gain user insights. Avaamo’s Generative AI-powered Intelligent Virtual Assistant, Otto, was deployed to deflect low impact tasks, complemented by a Conversational Intelligence dashboard for deeper analytics.
At a glance
90%
queries automated and resolved
42k+
queries handled
12k
unique users served
The Evaluation
Choosing the right fit
The customer sought a solution that could effectively handle repetitive inquiries and free up their agents for more complex tasks.Cars also wanted to understand the user experience and insights on any trending topics that can help to take proactive actions. Avaamo’s offering was identified as a suitable match for their requirements.
The Solution
An GenAI-powered Assistant: Otto
Otto, an AI-powered Intelligent Virtual Assistant (IVA), to be the first point of contact on the “Contact Us” page. Otto assists consumers with FAQs related to buying and selling on Cars.com. Following this, Avaamo developed a Conversational Intelligence dashboard to provide deeper insights and analytics.
Here’s how it works: Otto engages with users on the contact page, handling frequently asked questions and deflecting low impact tasks. The Conversational Intelligence dashboard provides in-depth analysis on consumer profiles, product demand, and conversation history, enabling Cars.com to identify trends and potential issues.
The Results
Immediate value realization from the first month
With Otto, Cars.com achieved a 90% deflection rate of low impact tasks, allowing their agents to focus on high impact tasks. This led to immediate value realization from the first month. The high engagement with Otto demonstrated its effectiveness in handling customer inquiries efficiently.
The Conversational Intelligence dashboard provided the customer with detailed insights into consumer behavior, product demand, and conversation history. This tool was instrumental in identifying high rates of scam and fraudulent activities in specific regions, enabling the team to take necessary actions to mitigate these risks and protect their brand image.With the level of detail and actionable insights provided by the dashboard, particularly regarding scam-related activities, the Cars team able to track their transactions with better efficiency.
The successful deployment of Otto and the Conversational Intelligence dashboard underscores their commitment to leveraging AI for operational efficiency and enhancing customer service. This case study illustrates how AI-powered solutions can transform customer support operations, provide valuable business insights, and ensure a competitive edge in the market.
