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 “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%
