Platform
Channels
Hyundai boosts revenue and improves customer service with
AI automation
Organization
Hyundai Motor India Limited
Founded
1996
Website
www.hyundai.com/in/en
Industry
Automotive
Channels
Website, Facebook, WhatsApp, Google Business Messages (GBM)
Use Cases
Explore Car Models, Request test drive, Find dealer
Challenge
Inefficiencies in handling high customer query volumes on digital platforms with limited agent bandwidth
Hyundai Motor India adapted a digital ecosystem to address a surge in customer queries. A dynamic automation solution was envisaged to create an end-to-end vehicle purchasing platform for new-age customers.
Solution
1
Omnichannel customer service
Yellow.ai deployed a Dynamic AI agent, capable of understanding customer queries and responding with high accuracy, which was enabled by DynamicNLP, a proprietary NLP engine. Potential new-age customers can explore a wide-range of Hyundai models, choose their favorite variant and even book test-drives at their convenience.
2
Accelerated sales conversion
Using Yellow.ai’s ‘Engage’ module for WhatsApp, Hyundai Motor India experienced the highest customer engagement rate across digital CX channels. Hyundai Motor India launched monthly personalized campaigns which helped generate 1 million plus customer impressions. Outbound campaign and automated buying journeys on the AI chatbot, contributed to 1000 plus vehicle sales for Hyundai Motor India.
3
Improved agent productivity
With Yellow.ai’s helpdesk module inbox, agents are now able to provide more personalized resolutions over chat with an average response time of 22 secs.
4
Data driven insights
Hyundai Motor India has easy access to live dashboards, analytics widgets and data visualization tools providing key insights into customer buying journey. Additionally, HMIL is able to effectively measure performance of outbound and inbound campaigns.
Impact
Accelerated sales
~
0
car sales via dynamic AI agent (CY2022)
Highest retail conversion
0
%lead to retail conversions
High impact campaigns
0
M+user impressions with 14 outbound campaigns
“Hyundai Motor India, is dedicated to using cutting edge AI technology leading to elevated customer satisfaction. By leveraging Yellow.ai’s Dynamic Automation Platform, we are able to provide 24/7 customer support, run personalized marketing campaigns, enable lead-gen and boost agent productivity. With Yellow.ai, we are providing efficient, cost-effective support and setting a new standard in the industry for customer experience.”
Virat Khullar
Vertical Head – Marketing, Hyundai Motor India
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