The Human Side Of AI In Automotive BDC: Our People-Centric Approach
In today’s rapidly evolving automotive industry, the integration of artificial intelligence (AI) has become a game changer for businesses, particularly in the realm of Customer Communication and Engagement (CCE). Strolid, an industry leader in this space, stands out not just for its technological innovations but also for its unwavering commitment to the human side of AI.
AI as a Game Changer
The Business Development Center (BDC) professionals at Strolid recognize that AI is not just a technology but a transformative force that can revolutionize the automotive industry. We don’t believe in replacing people with machines – instead, we commit to empowering people with AI-driven tools and solutions.
Efficiency Through AI
Our approach to AI is rooted in enhancing human capabilities. We believe that AI should be harnessed to reduce menial, time-consuming tasks, allowing our people to focus on what truly matters: building meaningful relationships with customers and delivering exceptional service.
Accurate Notes Through Transcription
To ensure that our notes are always accurate, we leverage AI to automate the transcription of notes from customer interactions. AI transcription also saves our team members valuable time by eliminating the time-consuming task of typing every note themselves. By streamlining this process through artificial intelligence, we can allow our team to engage with customers more effectively.
Identifying Frustration to Improve Training
AI plays a crucial role in identifying points of frustration for both team members and customers during interactions. AI analyzes these conversations and helps us highlight moments of disconnect, which can then be used for targeted training and process improvement. This ensures that our team is better equipped to handle challenging situations and ultimately leads to higher customer satisfaction.
Efficiency Gains for Enhanced Customer Engagement
AI-powered tools enable us to respond to customer inquiries promptly and accurately, improving the overall customer experience. By automating routine tasks, our team can devote more time to meaningful interactions like building trust and rapport with customers.
The Human Touch
While AI drives efficiency and optimizes processes, it’s essential to remember that there’s no substitute for human input. The Strolid team firmly believes that people should speak with people. AI complements our human-centric approach, ensuring that the technology enhances, rather than replaces, the invaluable role our team members play in building customer relationships.
The Data Side of Conversations
Strolid views all forms of communication as important data, whether it be voice, text, SMS, video, or email. Did you know that only 10% of business communications are written? Strolid is leading the charge toward improved communication. We have the unique ability to tap into every conversation channel and provide incredibly valuable insights that no other business offers at this time. Strolid analyzes the stored interactions in VCONS and our Conserver to define sentiment, inventory demand, lead data, phone data, conversion rates, engagement rates, and much more.
Strolid: Leveraging AI for BDC Success
In the automotive BDC landscape, Strolid stands at the forefront of innovation by embracing AI as a catalyst for positive change. We understand that AI is not just another tool – when properly harnessed, it has the ability to empower our people, enhance their capabilities, and elevate the customer experience.
Our commitment to the human side of AI underscores our dedication to delivering personalized, efficient, and exceptional customer service. By harnessing AI to eliminate routine tasks, identify training opportunities, and streamline operations, we are equipping our team members to provide the best possible experience for customers.
In the evolving landscape of automotive BDC, Strolid’s people-driven, AI-augmented approach outlines a blueprint for success – a harmonious blend of technology and human expertise, working hand in hand to shape the future of customer communication and engagement.
How Does Strolid Do It?
Strolid’s approach to enhancing customer communication and engagement through its VCON (Virtual Conversation) technology represents innovation at its finest. The VCON system, which is designed to become an internet standard for conversational data, is a key component of Strolid’s strategy to leverage AI effectively while maintaining a strong focus on human interactions.
Here’s how Strolid uses its VCON technology to enhance customer communication and engagement:
- VCON Technology Overview: VCON is a specialized technology developed by Strolid to capture and store conversational data. It serves as a bridge between human interactions and AI analysis, ensuring that every conversation is accurately logged and retained for analysis and improvement.
- Conserver: Strolid’s Conserver is the storage and management system for VCON data. It acts as a secure repository for all customer interactions, ensuring data integrity and accessibility when needed.
- Transcription of Conversational Data: VCON records conversations in various formats, including text, audio, and video. This data is transcribed, converting spoken words into written text. Transcription accuracy is crucial because it ensures that the content is readily usable for analysis.
- Feeding Data to ChatGPT for Analysis: Strolid integrates its VCON data with advanced AI technologies like ChatGPT. This AI analysis allows for in-depth examination of customer interactions to extract valuable insights.
- Analyzing Conversational Data: ChatGPT and other AI algorithms analyze the transcribed conversational data to identify trends, patterns, sentiment, and potential areas for improvement. This analysis can be used to identify frustration, assess customer satisfaction, and inform training and process enhancement efforts.
- Feedback and Training: The insights gained from AI analysis are valuable for continuous improvement. Strolid’s team can use this feedback to enhance customer service training, fine-tune responses, and improve the overall customer experience.
- Standardization and Future-Proofing: Strolid envisions VCON as an Internet standard for conversational data. By working toward standardization, Strolid ensures that its technology remains relevant and interoperable in the evolving landscape of digital communication.
- Privacy and Security: Strolid places a strong emphasis on privacy and security. Conversational data is stored securely and is subject to rigorous data protection measures to ensure compliance with privacy regulations.
By using VCON as the foundation for its conversational data management and analysis, Strolid achieves several key objectives:
- Enhanced Customer Engagement: By comprehensively capturing and analyzing customer interactions, Strolid ensures that its team can provide more personalized and efficient customer service.
- Continuous Improvement: The insights derived from AI analysis empower Strolid to continuously improve its customer service, training programs, and operational efficiency.
- Data-Driven Decision-Making: Data from VCON supports data-driven decision-making, enabling Strolid to adapt to changing customer needs and market dynamics.
- Future-Proofing: By working toward internet standardization, Strolid positions itself for long-term relevance and adaptability in the digital landscape.
In summary, Strolid’s VCON technology represents a sophisticated yet human-centric approach to customer communication and engagement. By capturing, transcribing, and analyzing conversational data, Strolid ensures that every interaction contributes to the overall improvement of customer experiences while laying the groundwork for future standardization in the industry.