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Customized Azure.NET & Conversational AI Chatbot Development

Microsoft Azure Cloud, .NET, Microsoft Teams, Microsoft LUIS & QnA Maker Cognitive Services,

CUSTOMER : Cochran Automotive Group

TECHNOLOGY

Microsoft Azure Cloud, .NET, Microsoft Teams, Microsoft LUIS & QnA Maker Cognitive Services, Domain-Specific Natural Language Processing (NLP), Cosmos DB, SQL Server Integration with CDK CRM, DealerInspire and other Automotive OEM DMS/DCS and 3rd Party Fleet & Fuel Systems.

INITIAL DURATION

Initial POC to Multiple Development Phases

SOFTURA DELIVERY MODEL

ON-Shore / OFF-Shore

GROSS PROFIT

42%

ISSUE

Customer has over 100+ digital properties… websites, inventories, domains, emails, phone numbers, social media brands, channels & personas, etc. with varying levels of 24x7x365 end-user customer service, including a hand-full of “real-time” chatbots. With so many places for inquiries & requests, poor customer experiences and high levels of Bot abandonment (>59%). Cochran wanted a single, more sophisticated solution to autonomously meet & greet the customer and intelligently triage, handle and/or route requests from across the enterprise in a consistently tracked way.

SOLUTION

Softura designed, built and implemented a new website ChatBot that was multichannel/brand/location automotive/vehicle centric including Chat experience for parts & service. The new Chat Bot was capable of:

  • Answering inventory availability questions
  • Capture leads
  • Set/Change sales or service appointments
  • Integrating with back-end dealer and service management systems
  • Driving user engagement
  • Increasing first interaction to Next-Best-Action completion.

Using Microsoft Teams, all incoming digital leads and requests can be handled in a single common Teams interface instead of desperate tools required to support multiple websites, social media consoles, phone and SMS text message systems, CRMs and emails.

BENEFIT

Customer now has a capable sales and service assistant with multiple departmental digital twins providing RPA self-serve customer service, a single view of all digital customer ‘Bot interactions with metrics and the ability to route in-bound requests to available people agents. Time-to-resolution, lead quantity, quality and number of successful customer self-service reqests and net promoter scores (NPS) have all improved.

OUTCOME

Softura created a flexible digital twin infrastructure allowing both divisions and departments to create and control their own digital assistants and on-call availability for a variety of business groups and processes. Also, resolving an increase in external customer requests without having to add staff, Cochran was able to repurpose multiple previously dedicated inbound specialists to support the wider enterprise. Cochran also enhanced existing Sales and Service channels while creating an entirely new, self-service on-line revenue stream without having to add any additional administrative overhead.

Leveraging over 25+ years of success, Softura is a global software development and modern technology consulting company. We design, code, and deliver complex architecture, applications and systems that are built upon leading modern technologies.
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