Cars.com invented car search and is the No. 1 most recognized automotive marketplace, visited by more than 25 million in-market consumers each month. As their dealer network expanded, overwhelming the customer support team with support queries, Cars.com turned to Avaamo to build a generative AI-powered assistant. Otto, powered by Avaamo, now deflects 90% of dealer queries.
Queries automated and resolved
Queries handled
Unique users served
The challenge: an expanding dealer network
Cars.com invented car search and is the No. 1 most recognized automotive marketplace, visited by more than 25 million in-market consumers each month. As their dealer network expanded, overwhelming the customer support team with support queries, Cars.com turned to Avaamo to build a generative AI-powered assistant to handle inquiries, clarifications, and car listings. The goals were manifold: improve dealer support, reduce call volumes, and gain insight into current trends from the core revenue demographic – dealer listings.
The results: 90% of dealer queries deflected
Otto, powered by Avaamo, has helped Cars.com achieve a 90% deflection rate of dealer queries, allowing their Contact Center agents to focus on more complex, revenue-generating tasks. Avaamo’s Conversational Intelligence capabilities identified scams and fraudulent activities in specific regions, enabling the team to take necessary actions to mitigate these risks and protect their brand image.