CX-Focus AI Use Cases for Automotive Brands
This post can be thought of as an ‘addendum’ to last week’s Outside In post on ‘Data-driven CX for Automotive Brands” at: https://outsideinlens.substack.com/p/data-driven-cx-for-automotive-brands
In that post, we had noted caught up on Space Auto’s CRM Software launch with AI responses for Auto Dealerships – that tracks the entire customer journey from first click to close, and uses AI-generated responses to create personalized interactions for car shoppers – here at: https://www.globenewswire.com/news-release/2023/05/10/2665738/0/en/Space-Auto-Launches-Game-Changing-New-CRM-Software-With-AI-Responses-for-Auto-Dealerships.html
This interested me to dig deeper on the possibilities of ‘CX-focus AI Use Cases for Automotive Brands’ – going beyond the most ‘manufacturing-focus’ AI use cases that have been already written about. Let’s see what Outside In can discover…
1) In-voice Car Controls with Integrated ChatGPT by Mercedes
Mercedes is expanding the use of artificial intelligence and integrating it into the voice control of its vehicles as a next step. By adding ChatGPT, voice control via the MBUX (Mercedes Benz User Experience) Voice Assistant's “Hey Mercedes” will become even more intuitive. MBUX is the name given to the infotainment multimedia system that Mercedes offers in their vehicles
MBUX Voice Assistant has already set industry standards and is known for its intuitive operation and a large command portfolio. Driver and passengers can receive sports and weather updates, have questions answered about their surroundings or even control their smart homes
ChatGPT complements the existing intuitive voice control via Hey Mercedes. While most voice assistants are limited to predefined tasks and responses, ChatGPT leverages a large language model to greatly improve natural language understanding and expand the topics to which it can respond. It combines the best of both worlds, enhancing the validated data of MBUX Voice Assistant with the more natural dialogue format of ChatGPT
Users will experience a voice assistant that not only accepts natural voice commands but can also conduct conversations. Soon, participants who ask the Voice Assistant for details about their destination, to suggest a new dinner recipe, or to answer a complex question, will receive a more comprehensive answer – while keeping their hands on the wheel and eyes on the road. Meanwhile, customers know at all times what information is collected and for what purpose, and they are free to make their own decisions
2) AI-supported Car Dealership Experience
AI and its predictive capabilities and ML abilities can assist dealerships in finding out the right clients to focus on at the right time. In addition, it can be instrumental in tweaking marketing strategies that enable them to up their game and meet customer expectations with ease
Further, AI can be smarter than most human resources in gauging opportunities for up-selling and cross-selling. It can predict the right time to focus on a customer depending on where they are in their purchase cycles, enabling the dealerships to retain more customers and generate higher revenues
Example: Customer Data and Experience Platform (CDXP) Fullpath has announced the launch of the first ever Chat-GPT4 powered product, tailored specifically for automotive dealerships through APIs and data connectivity. Shoppers for the first time can ask dealer-specific questions such as, “What is the best car available for a family of five for $22,000 or less?” or “My car broke down. How can you help?” The AI is trained to combine the vast knowledge of the internet with the proprietary Fullpath data layer so it can share an appropriate reply for the question
Check the Fullpath offering here at:
3) AI-powered Vehicle Inspection Systems by Volvo
Volvo US has deployed a system developed by Israel-based UVeye that utilizes artificial intelligence and machine learning to check tires, underbody components and vehicle exteriors, missing parts and other safety-related issues
This automated vehicle inspection process takes seconds to complete and is significantly faster than time-consuming manual inspections, with an aim to improve customer satisfaction and business efficiencies
4) AI Chatbot Avira for Customer Engagement, by Morris Garages India
Chatbots powered by AI increase the company to customer interaction. Hence, customer involvement also increases with better operations efficiency. Avira from Morris Garage, India, has enabled customers to know about their newly launched cars. In fact, they can even book a test drive. Yes, the yellow.ai-powered chatbot is super-efficient in helping customers assist with whatever they need
With the introduction of the ZS EV, MG understood that it needs to talk about the change and technology and how it will benefit future generations. Avira, MG’s brand mascot, is an effort in this direction. Avira talks about MG’s future technology and how it will benefit us today and has a dedicated YouTube Channel series. One can personally meet and ask Avira questions about EV tech as well. It is MG’s effort for a greener today
5) Virtual AI Assistant Reno, by Renault
At the 2022 Paris Motor Show, Renault partnered with SPooN to unveil “reno”, the new face of their next-generation electric vehicle lineup. Described as a humanized co-pilot, reno aims to make the digital experience more immersive on board of the new range of electric Renault vehicles. The interactions and animations of reno have been developed, focusing on creating engaging and seamless user experiences within the vehicle
Rather than relying on traditional methods, the reno system offers drivers a convenient way to access information about their car's features. It can provide diagnostic advice when warning lights appear and guide users through tasks such as changing a tire, utilizing video explanations on the car's infotainment display. This advanced technology enhances the user experience by delivering relevant and interactive guidance directly within the vehicle
However, nothing is imposed, and the choice is always left to the driver. As an intelligent personal assistant, reno is capable of learning from how it is being used. This machine learning process happens constantly as reno integrates the user's preferences into his "service offer". This allows reno to understand their drivers better and deliver a more personalized experience
Reno will be integrated into the OpenR Link infotainment system on Renault electric cars sold from 2024, as well as in a dedicated application that is already available on iOS, providing access to exclusive brand content
A Snapshot of BMW’s AI Commitment
Artificial Intelligence (AI) is a key technology of the 21st century and offers great opportunities for technology, society and the modern working world. AI helps to make large amounts of data manageable and usable. In addition, AI offers unprecedented opportunities to increase the efficiency of conventional business processes and optimize their quality through intelligent data networking and processing. The use of AI is an integral part of the digital transformation at the BMW Group
The company is already using AI along the entire value chain, generating added value for customers, products, employees and processes. The Data & AI initiative, which deals with data analytics and machine learning across the board, also ensures rapid networking, knowledge and technology transfer throughout the company. The approach is characterized by a holistic and sustainable approach that not only identifies new technologies, but also thinks about their value creation across the company
The BMW Group portfolio creates transparency about the use of technologies that make data-based decisions. It currently comprises over 600 use cases. Read more here at: https://www.bmwgroup.com/en/innovation/innovationen-und-mobilitaet/artificial-intelligence.html
In Conclusion
By personalizing the driving experience and incorporating AI technologies, car manufacturers are embracing a new era of customized vehicles that truly resonate with individuals' preferences and personalities. With digital avatars at the forefront, we can expect a remarkable shift in how cars embody and reflect the unique identities of their owners, making every journey a truly personalized and engaging experience
References & Sources:
1) Space Auto CRM with AI: https://www.globenewswire.com/news-release/2023/05/10/2665738/0/en/Space-Auto-Launches-Game-Changing-New-CRM-Software-With-AI-Responses-for-Auto-Dealerships.html
2) Mercedes Integrates ChatGPT for In-voice Car Control: https://media.mercedes-benz.com/article/323212b5-1b56-458a-9324-20b25cc176cb
3) Top AI Use Cases in Automotive Industry: https://www.birlasoft.com/articles/ai-use-cases-in-automotive-industry
4) Fullpath AI: https://www.forbes.com/sites/edgarsten/2023/04/19/fullpath-launches-chatgpt-4-ai-tool-for-auto-dealers-customers/?sh=1afe7931115d
5) BMW on AI Use Cases: https://www.bmwgroup.com/en/innovation/innovationen-und-mobilitaet/artificial-intelligence.html
6) Volvo Cars AI for Vehicle Inspection: https://www.rcrwireless.com/20220318/5g/volvo-cars-uses-artificial-intelligence-automated-inspection-us
7) Morris Garages Brand Mascot Avira: https://www.cardekho.com/features-stories/a-guide-to-mgs-pavilion-at-auto-expo-2020-25083.htm
8) Conversational AI Benefits for Auto Industry: https://www.analyticsinsight.net/7-ways-conversational-ai-benefits-the-automobile-industry/
9) Virtual AI Assistant Reno: https://www.linkedin.com/pulse/rise-virtual-avatar-assistants-automotive-industry-spoon-ai/