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

Changes in consumption habits call for innovative sales strategies. And when it comes to innovation, the automotive industry is ahead of the curve. Discover the story of a company that uses artificial intelligence to drive car sales on their website.

For over 100 years, General Motors has been turning cutting-edge technology into vehicles for everyone. With the goal of optimizing customer service and achieving higher profitability, the company opted to implement digital solutions with AI. This is why they considered Aivo when it came to improving their business strategy for Chevrolet. In 2015 the company decided to add an AI chatbot in order to create a new, effective, and easy-to-access sales channel that would improve web conversion performance in multiple locations.

Objectives

Be at the forefront in access, ease of use and innovation.

Create sales opportunities for Chevrolet vehicles.

Increase customer engagement and sales within the website.

Open a dialogue channel for intuitive and friendly interactions.

“Aivo offers different solutions and is constantly pursuing innovation. This is why they've turned into a regional provider and one of GM’s most important digital tools”

Ana Cristina Merlo | South America West Digital Marketing Coordinator at General Motors.

How Chevy Works, General Motors’s Chatbot

The General Motors team knows that personality is a bot’s main appeal. That’s how Chevy was created, the character that welcomes users to the website. This chatbot is available for regional use. However, dealerships have developed variations of it, adapting its personality to suit their own strategies.

The chatbot works on GM websites in Colombia, Ecuador, Chile and Peru, and at 9 dealerships in Ecuador and 18 in Colombia. Thanks to this outreach, the company has a dialogue channel that lets customers from the entire region obtain answers, have a better understanding of the brand’s products and eventually guide their purchase decision.

The chatbot’s most important function is generating leads through the quote form. When someone becomes interested in a product, the bot recognizes the purchase intention and shows them the form. The prospect sends their info, which is automatically sent to the CRM and assigned to the appropriate department. The goal is to handle all interested users with the best approach and in real time.

How Chevy Works, General Motors’s Chatbot

The General Motors team knows that personality is a bot’s main appeal. That’s how Chevy was created, the character that welcomes users to the website. This chatbot is available for regional use. However, dealerships have developed variations of it, adapting its personality to suit their own strategies.

The chatbot works on GM websites in Colombia, Ecuador, Chile and Peru, and at 9 dealerships in Ecuador and 18 in Colombia. Thanks to this outreach, the company has a dialogue channel that lets customers from the entire region obtain answers, have a better understanding of the brand’s products and eventually guide their purchase decision.

The chatbot’s most important function is generating leads through the quote form. When someone becomes interested in a product, the bot recognizes the purchase intention and shows them the form. The prospect sends their info, which is automatically sent to the CRM and assigned to the appropriate department. The goal is to handle all interested users with the best approach and in real time.

Experience and Outcomes

Increase in Customer Satisfaction

There are only seconds between buying and not buying. Consumers visit more than one website at a time and with no second chances, being a step ahead and standing out is key.

With Chevy, General Motors makes their customers’ lives easier. Now they get automatic answers to their questions without having to call or go to a dealer.

This is how GM is a leader in innovation, access and ease of use, thus increasing engagement and sales on their website.

Increase in Lead Generation and Sales

By automating operational processes, General Motors now supplements and strengthens its customer service and sales. Outcomes show the company managed to increase lead generation, improve online conversion and ultimately create more opportunities for their business. Translation: greater monthly car sales.

“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 at General Motors.

Future Projects: More Channels and Humanization

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. The goal is that the chatbot becomes a true virtual salesperson and for customers to feel like they’re talking to a human instead of a bot.

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

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