A true sales driver: General Motors leverages its digital channels thanks to Aivo

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At General Motors we meet strict requirements in terms of service, experience, support, strength of the technical proposal and agility of the response, and Aivo surpassed the offers of its competitors.

Ana Cristina Merlo  - South America West Digital Marketing Coordinator

For more than 100 years, General Motors (GM) has been transforming cutting-edge technology into vehicles. And to optimize customer service and increase sales, they chose AI-driven digital solutions. And, to put this process into practice, GM relied on Aivo. In 2015, the company decided to incorporate a chatbot with conversational AI to create a new sales channel that is easy to access and that improves web conversion performance in different locations - and that has become a reality!
You can find the Chevy on GM's websites in Colombia, Ecuador, Chile and Peru. But far from being an ordinary robot, he is trained to increase lead generation through the quote form.
A more than expected result
Changes in consumption habits require innovative sales strategies. And when it comes to innovation, the auto industry is at the forefront. As Ana Cristina, Digital Marketing Coordinator for General Motors in the South America West region, comments, this was a maxim when it came to incorporating a new solution: "Aivo offers different solutions and constantly seeks innovation. become a regional supplier and one of GM’s most important digital tools. "
Increased customer satisfaction
There are only seconds between buying and not buying. Consumers visit more than one website at a time. Without second chances, being one step ahead and standing out is essential. Especially if we are talking about big investments, you really have to make a difference.
Thanks to the AI robot, General Motors facilitates the answer to frequently asked questions and improves service. Now they receive automatic answers to their questions without having to call or go to a dealership.
In this way, GM positions itself as a leader in innovation, accessibility and ease of use, thus increasing the involvement and sales on its website.
Increase in lead generation and sales
By automating operational processes, General Motors now complements and strengthens its customer service and sales. The results show that the company was able to increase lead generation and improve online conversion.This means only one thing: more car sales opportunities per month.
Persisting on very clear goals
Increasing sales and improving customer service were just the start of this digitalization process. Along with these general objectives, GM has planned a series of goals that would mark the horizon of the strategy.
  • Stay ahead in terms of accessibility, ease of use and innovation.
  • Generate sales opportunities for Chevrolet vehicles.
  • Increase customer engagement and sales within the site.
  • Open a digital dialogue channel that allows intuitive and empathic interactions.
Chevy: an efficient, decisive and selling bot
Chevy, their chatbot with conversational AI, welcomes site visitors and invites them to chat. The bot is available for regional use. However, dealers have developed variations of it, adapting their identity to suit their own strategies, as was done in 9 dealerships in Ecuador and 18 in Colombia.
This dialogue channel allows customers from all over the region to get answers, have a better understanding of the brand's products and, eventually, guide their purchase decision.
How does it work? When someone is interested in a product, the bot recognizes the purchase intention and streamlines the process. The potential customer writes their information, which is automatically sent to CRM and assigned to the appropriate department.
What does GM value most from Aivo?
  • Boosting sales strategy
  • Creation of real business opportunities
  • Practical, effective and customized solutions for their customers
  • Excellent support
  • Development of innovative practices
Setting up Chevy
Given the magnitude of the project, the onboarding of General Motors' bots meant complex teamwork. Different Aivo teams were assigned according to the region. That was how in 2015 GM's first virtual assistant was launched: the Ecuadorian bot.
This first chatbot started subsequent versions of the Chevy. Since it was a great opportunity to replicate and adapt questions and answers for different countries, the Colombia robot, for example, could be launched in just 2 days.
In addition, Onboarding sought to create the best content for informational bots and problem solvers that improve the customer experience. In this way, they optimized the company's creative resources using the available add-ons such as carousels and buttons on the bot's management platform.
Once the implementation was completed, the same team followed all the bots for a perfectly consistent and coordinated operation.
Future vision: more channels, more humanization
The projects for Chevy are not over yet. GM is planning on widening coverage to other digital channels to keep expanding its digital strategy implemented in the Mercosur region.
Additionally, they want the tool to evolve to be more intuitive and interactive.
All in all, the goal is that the chatbot becomes a true virtual salesperson. The company also wants customers to feel like chatting with a bot is just like talking to a human.

The virtual assistant works really well and delivers results. Plus, we’re supported by Aivo’s excellent team that comes alongside their customers and provides practical and effective solutions

Ana Cristina Merlo  - South America West Digital Marketing Coordinator

Movistar reduces Customer Service costs in digital channels by +30% using AgentBot
Movistar reduces Customer Service costs in digital channels by +30% using AgentBot
Movistar reduces Customer Service costs in digital channels by +30% using AgentBot
Movistar reduces Customer Service costs in digital channels by +30% using AgentBot

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