IBM’s Watson wasn’t just a flash in the pan experiment for the purposes of winning Jeopardy! Watson’s capabilities are now being utilized across many industries, including automotive. My company offers an online chat bot product named Ana Bot, which is built entirely on the IBM Watson platform. (Catch a glimpse here –> https://youtu.be/KMTH3U1QdLE <– I’m not in sales, so I won’t be offended if you don’t).
Ana Bot can greet shoppers, answer questions, and capture leads with natural language. All new chats go through Ana first, and she can complete many of them herself start to finish to save dealership teams tons of time. Whenever she’s unsure how to answer a customer, she politely and instantly transfers them to the most relevant person on any team. Her success/lead conversion rate is higher than humans – she doesn’t take coffee or cigarette breaks, and she never gets cranky.
Just this year, Ana Bot learned how to handle customers who are unclear or non-committal. She can now deftly handle those situations and pass the non-confirmed lead into the CRM for human follow up. In the past, Ana Bot would just enter into a confused conversation loop.
In a future e-Post, I hope to cover just how flexible Ana Bot has become.