Those of us who have been around a while know that customer service chatbots have also been around awhile – with decidedly mixed reviews. Often the chatbots themselves are just too “dumb” to be of any real help. A lot has changed, however, since LLMs became widely used.
But what about supporting automotive expert customer service professionals? Does AI have a place there? And how is the Automotive Industry different from other industries when it comes to supporting customer service professionals?
Right off the bat we need to look at whether the AI bot is going to support employees who are going to support customers, or if the AI bot will support customers directly. In our opinion, you must start internally first – meaning, support employees who support customers. Later, after all benchmarks have been cleared, it’s possible to move to a direct support model, with expert support personnel in the loop.
What does that look like?
Let’s look at some examples.
- Real-time Diagnostics and Access to Repair Manuels – It’s possible to guide employees through diagnostic procedures for vehicle issues and suggest solutions based on common problems and error codes. It’s also possible for the AI to provide instant access to technical bulletins and procedural guides to ensure workers have the information they need when performing maintenance. In the Automotive world, there is an added layer of technical complexity simply because of the nature of the work. Workers are required to have a deep understanding of various vehicle subsystems like the engine, transmission, electrical systems, and advanced driver assistance systems (ADAS). It’s difficult to keep track of and remember EVERYTHING – hence, it’s great to have a performance support AI in your back pocket.
- Product Knowledge & Training – AIs have become quite clever at delivering training modules and quizzes on new automotive technologies, safety standards, and compliance regulations. They can also help workers stay up to date on the latest vehicle models, features, and specifications by offering quick access to product knowledge databases.
- Direct Customer Service Support – AIs can support workers by letting them know about detailed vehicle features, service appointments, or how to troubleshoot common issues. They can suggest relevant services or parts based on customer history and vehicle data, enhancing the worker’s ability to provide personalized recommendations. In addition, automotive support often requires knowledge of brand-specific technologies, warranty policies, and proprietary systems (e.g., specific hybrid or electric vehicle technologies). This also lends itself well to using an AI performance support tool.
- Compliance & Safety – Because regulations and safety guidelines change so rapidly, an AI that keeps track of them – current and proposed – can help workers always be up to date. Of course, the latest industry regulations, such as FMVSS standards or emissions requirements will impact daily operations. That is a part of why they are so critical. AIs can remind workers about safety protocols and procedures to ensure compliance with workplace safety standards. Ultimately, this can save workers from injury. Customer support teams for the Automotive industry must be familiar with safety regulations (like FMVSS in the U.S.) and recall all that information. Providing incorrect advice can lead to safety risks, making accuracy crucial. There are so many safety regulations and standards, having an AI trained on all of them – and constantly being kept up to date – can prevent safety problems.
- Process Automation – Using AI, it’s possible to automate the scheduling of routine maintenance, service tasks, or training sessions, while providing reminders for deadlines. AIs can check parts availability and manage inventory by integrating with the inventory management system.
- Feedback & Continuous Improvement – AIs can gather feedback from customer support workers about common challenges or areas for improvement. The AI can then analyze this data to make process improvement recommendations. The AI can also provide insights into employee performance metrics, helping them identify areas where they can improve and offering tailored tips or links to resources for better results.
If you would like help in conquering any of these best practices, please connect – I’d be happy to help.
Carolyn Peer
CEO/Co-founder, Humaxa
