Enhancing Customer Service in Automotive Dealerships with AI Simulation
In a pioneering initiative, Bridge developed an AI-driven training solution to take customer service training to a new level within automotive dealership finance departments. This innovative project focused on creating realistic AI customer simulations to enhance advisor-customer interactions, particularly with vulnerable customers, in light of the new Consumer Duty legislation effective July 31st, 2023.
AI Training Solutions Case Study
Develop Realistic Customer Interaction Simulations: Create AI simulations with diverse customer personalities to provide a range of interaction scenarios.
Compliance with Consumer Duty Legislation: Ensure dealership staff are adept at handling vulnerable customers in compliance with new regulations.
Identify and Address Knowledge Gaps: Use AI to pinpoint areas where advisors need further training in customer interaction and compliance.
Interested in revolutionising your team’s customer service skills with AI?
The Client's Challenge:
Dealership finance teams faced challenges in effectively interacting with vulnerable customers, a requirement intensified by the recent Consumer Duty legislation. There was a need for a training solution that could provide real-life practice scenarios in a controlled environment.
Bridge’s AI training solution encompassed:
Complex AI Customer Personalities: Developed multiple avatar personalities, each with unique problems, enabling advisors to practise a wide range of customer service scenarios.
Natural Interaction and Immediate Feedback: The AI system offered natural conversation flow and instant feedback on user responses, enhancing learning effectiveness.
Legislation-Adaptive Training: The AI simulations were continuously updated to reflect the latest automotive finance industry legislation.
Enhanced Customer Service Skills:
Advisors gained confidence and competence in handling a range of customer interactions, particularly with vulnerable customers.
The training ensured advisors were up-to-date with Consumer Duty legislation, equipped to offer compliant and empathetic service.
Targeted Skill Development:
AI feedback identified specific areas where advisors needed improvement, guiding targeted follow-up training.
Continual Adaptation to Legislation:
The AI system's adaptability meant that training remained current with ongoing legislative changes, maintaining a high standard of compliance and service.
How We Did It: