Fixed Ops Magazine - 2021 Vol18 03 - 22

tasks for employees while increasing speed, increasing
efficiency, reducing missed opportunities, and reducing
overhead costs.
THE BENEFITS OF IMPLEMENTING
CONVERSATIONAL AI INTO YOUR
SERVICE DEPARTMENT
1. All Calls are Connected - No Hold Times
Digital Voice Assistants have an advantage over
dealership employees in that they can handle thousands
of calls at the same time without failure, without
hold times, and without human error. Many OEMs
today are weighting Service CSI on the same level or
higher than Sales CSI, with ease of scheduling as a
top priority.
2. Dependability & Consistency
Digital Voice Assistants are dependable. They do not
call out sick or have a bad day. They are " always on " .
They are constantly learning and developing from
human behavior. DVAs provide accurate information
and always follow policies.
Have we created that same employee-centric culture
that encourages and supports our humans to also be
" always on " in every moment they interact with customers?
Digital Voice Assistants are well developed
and invested in. Some might argue that the Digital
Voice Assistants are developed to a greater extent
than the investment we put into developing human
employees.
3. Speed and Efficiency
According to Statista, 39% of Americans cite a lack
of speed and efficiency as their
number one frustration when interacting
with customer service
representatives. When it comes to
service scheduling, human interaction
is often slowed by the need
to navigate through multiple technologies
and the experience can
be skewed by resulting awkward
silences, need to repeat information,
and inaccurate feedback.
The amount of research, resourc22
es,
and investments that are poured into creating
specialized Digital Voice Assistants allows them to
instantly dip into limitless data sources, as well as
follow processes and workflows with speed that is
not humanly possible. The Digital Voice Assistants
can provide information that makes the caller experience
more efficient. While humans take an average
of 6.5 minutes to handle an inbound service call, we
are already seeing an average of 3-3.5 minutes from
first ring to complete wrap-up for a Digital Voice Assistant
equivalent call.
CAPABILITIES OF A DIGITAL
VOICE ASSISTANT
1. Collecting Customer Information
Consider how much time your employees would
save if they didn't have to gather customer data over
the phone when scheduling service appointments.
Digital Voice Assistants can take care of collecting
customer data and populating it into your CRM and
doing so without error.
2. Providing Services & Pricing
Digital Voice Assistants understand caller intent
through human-level understanding and will recommend
related services to caller intent. For example,
if a customer expresses concern about a knocking
noise in their vehicle, the AI will recognize the need
for diagnostic services and converse with the caller
accordingly, based on the dealership's policies.
The Digital Voice
Assistants can provide
information that makes
the caller experience
more efficient.
3. Scheduling Service
Digital Voice Assistants can schedule appointments
for service without sacrificing the customer experience.
The AI interfaces with your
scheduling software and because
Digital Voice Assistants use Natural
Language Understanding to
collect data, they can understand
appointment requests in the ways
customers ask. For example, if a
customer asks, " Do you have anything
open for an oil change next
Friday at noon? " the AI is programmed
to understand that the
customer wants to come in next
Fixed Ops Magazine - 2021 Vol18 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 03
