Westlake-based Solera is partnering with STELLA Automotive AI to unveil ServiceAgent AI, a new solution that uses AI technology to alter automotive customer experience “by streamlining operational process and improving customer engagement.”
Solera, a leader in vehicle lifecycle management, said ServiceAgent AI enables customer service teams to focus on providing an exceptional customer experience instead of mundane tasks, leading to increased dealership profitability.
“This new partnership between STELLA and Solera generates a powerful synergy, combining the cutting-edge technology of Stella AI with Solera’s top-notch end-to-end service offerings, all underpinned by a mutual commitment to providing unparalleled customer satisfaction,” Nicole Case, AVP of Global BPO Operations at Solera, said in a statement. “The introduction of Solera’s ServiceAgent AI represents a significant advancement in improving service efficiency and customer satisfaction for our clients.”
Enhancing the dealership experience with conversational AI
Case called ServiceAgent AI “a game-changer for dealerships and service centers” by automating routine tasks and “leveraging AI to free up service teams to focus on customers in the bay.”
“By simplifying appointment management and providing exceptional customer support, our service creates a more personalized and efficient service, enhancing the overall dealership experience,” she added.
ServiceAgent features a digital voice assistant that enables it to handle multiple inbound service calls simultaneously, 24/7/365, providing “unmatched” customer accessibility, Solera said. It also lets customers easily book, change, cancel, and confirm service appointments, thanks to integration with the Service Scheduler or Dealer Management System, making the booking process more efficient and precise.
Partnering with STELLA, Solera said ServiceAgent AI incorporates conversational AI that answers car dealerships’ and service centers’ phones with personalized greetings and messages based on phone numbers.
Solera said that ServiceAgent AI provides comprehensive insights into service appointment booking and management system performance and efficiency, enabling service teams to deliver exceptional customer support. The new service enhances the overall dealership experience by creating a more personalized and efficient service that provides comprehensive insights into call volumes, handling times, call outcomes, and customer satisfaction scores, Solera said.
Automating the automotive industry
Solera said its agent training, tailored inbound and outbound strategies, and “clear and informative” reporting prioritize delivering exceptional service. With a yearly influx of 2.2 million inbound and 7 million outbound calls, Solera’s innovative AI tech complements its comprehensive live agent solution, ensuring full coverage for dealership needs, the company added.
“This partnership with Solera exemplifies STELLA Automotive AI’s dedication to innovation and driving the automotive industry forward,” Stella AI CEO Rich Sands said in a statement. “By automating routine tasks and streamlining communication processes, they aim to enhance the overall customer experience and boost profitability for their clients. Their state-of-the-art AI platform, Stella, enables effortless connections among brands, dealers, and customers, resulting in significant time and cost savings, as well as an unparalleled guest experience. The benefits of AI continue to expand, and it’s exhilarating to see its implementation within the automotive industry.”
Solera said that attendees at the NADA Show 2024 Expo Feb. 2–4, will be among the first to learn about ServiceAgent AI.
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