The client is a US-based, next-generation, multichannel auto platform with coverage and presence across vehicle types and value-added services for buying and selling new, certified, and used automobiles. The Automobile Client aspired to digitally transform their existing platform to improve its recommendation capabilities.
Client: Automotive
Services: AI-based Recommendation Platform
Year: 2022
Key Challenges
- The automobile client wanted to rejuvenate and improvise its recommendation capabilities, and also to help them with the inefficiencies in their process
- In the existing setup, the client lacked a 360-degree view of a customer regarding their behavior, lifestyle, and habits that resulted in inaccurate vehicle suggestions
- A rule-based model was incorporated into the existing setup that did not incorporate the behavioural traits of customers to understand automobile purchases, which in turn resulted in low conversion rates
Table of Contents
Solution
- Sparity designed a platform connecting all touchpoints along the customer journey for enhanced automobile recommendations, experience, sales, and customer lifetime value
- Sparity engineered the platform by leveraging machine learning, natural language processing, cloud, and emerging technologies that offered automobile recommendations by building a cognitive profile for every customer by leveraging sentiment and personality insights
- Incorporated “Virtual Sales Advisor” that engages with customers in natural language to understand their personality, specifications, needs, and wants
- Implemented Decision Intelligence that enables the customer to make the right choice
- Carried out in-production testing of new functionality
- Performed targeted rollouts to discrete segments, where client can choose to activate specific features to designated partners
- Gave product managers control over features and let them run far more A/B and beta tests to improve feature quality
- Migrated its website infrastructure to the cloud by using Amazon Web Services (AWS) as its cloud infrastructure as a service (IaaS) provider
- Employed CloudFront, Amazon’s content delivery network (CDN) solution, to distribute the computing load for web requests among a distributed network of servers
- Enhanced user interface that resulted in better customer experiences online
- Redesigned the browse path to help customers easily find what they are looking for using relevant keywords
Benefits
- Offered hyper-personalized recommendations, actions, and strategies that are unique and applicable to a specific customer
- Website performance improved by 10x, including everything from automobile search to its listings
- New feature deployment frequency has increased from once per week to 20 times per day
- Enriched customer experience and gained a competitive advantage
- Consistent Omni channel experience – web and mobile
- Increased commissions on sales by 30%
- Reduced operational costs by 35%
