The automotive industry is actively leveraging AI for enhanced customer interactions inside vehicles and even at dealer touch-points. There are so many direct and repetitive queries for variants and features that AI can potentially be the face of a dealer partner while other employees can be summoned for further complex interactions, thereby increasing efficiency.
Ganesh Gopalan, Co-Founder and CEO of gnani.ai is at the forefront of integrating artificial intelligence (AI) into the automotive industry, transforming how companies interact with customers. For instance, gnani.ai has collaborated with Tata Motors to draw insights from showroom visits. When customers book test drives, an automated system interacts with them, understanding their preferences and scheduling appointments efficiently.
After the test drive, the AI follows up with customers to gather feedback on their experience, from the vehicle to the showroom service. This data is crucial for automotive brands to quickly understand customer sentiments and preferences, enabling them to adjust their marketing strategies and address any issues promptly. 'The goal is to make these interactions seamless and personalised, offering support in multiple Indian languages to cater to diverse customer bases,' Gopalan adds.
AI In Post-Purchase & Service Scenarios
AI's role extends beyond initial interactions to post-purchase services and maintenance reminders. Gopalan highlights that many car brands rely on service centres to remind customers about maintenance schedules. With AI, this process becomes automated, ensuring timely reminders and personalised offers for services like extended warranties. This system enhances customer satisfaction and streamlines the maintenance process.
Furthermore, AI helps upsell and cross-sell by analysing customer profiles and suggesting relevant products and services. This not only improves customer engagement but also boosts sales for automotive companies. 'AI helps build a detailed profile of each customer, enabling personalised marketing and service offers that enhance the overall ownership experience,' Gopalan notes.
Future In Automotive & The Broader Industry
Looking ahead, Gopalan sees AI playing an even more significant role in the automotive sector, especially in in-car experiences. 'Voice assistants in cars are becoming smarter, offering more features and performing various tasks,' he explains. However, there are challenges, such as improving the accuracy of speech-to-text systems and personalising the experience for different users.
Gnani.ai is working on voice biometrics to identify the right person interacting with the car, ensuring a personalised and secure user experience. 'The key is to integrate AI seamlessly into the car's ecosystem, making it an intelligent assistant that enhances safety and convenience,' Gopalan emphasises.
Beyond the automotive industry, gnani.ai is also involved in automotive finance, streamlining the loan engagement process through automated calls and document collection. This reduces the complexity for customers and ensures a smooth on-boarding process.
Gap Between Technology & Human Interaction
Gopalan acknowledges the concerns about AI replacing human jobs but stresses that AI should complement human abilities rather than replace them. 'Routine tasks can be automated, allowing human agents to focus on more complex and empathetic interactions,' he says. Gnani.ai also offers an 'agent-assist' feature, where AI supports human agents by providing real-time information and suggestions during customer interactions.
This synergy between AI and human agents enhances the overall customer service experience, making it more efficient and personalised. Gopalan believes that the true potential of AI lies in its ability to assist and augment human capabilities, providing valuable insights and support across various touch points in the automotive industry.