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.

ClientAutomotiveServicesAI-based Recommendation PlatformYear 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

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 ‚ÄúVirtual Sales Advisor‚ÄĚ 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‚Äôs 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 ‚Äď web and mobile
  • Increased commissions on sales by 30%
  • Reduced operational costs by 35%