CASE STUDY

Fostering customer centricity through a single automotive platform leveraging AI, ML & NLP

Automobile Client aspired to digitally transformed their existing platform to improvise its recommendations capabilities and Sparity designed a platform Connecting all touchpoints along the customer journey for enhanced automobile recommendations, experience, sales and customer lifetime value.

About Company

A US-based client is a next-generation multi-channel auto platform with coverage and presence across vehicle types and value-added services for buying and selling new, certified, and used automobiles. With a mission to provide everyone with all the informative tools, they need to find their ideal automobile and make the experience as easy and enjoyable as possible. The client offers the largest selection of vehicle inventory from dealers and private sellers, comprehensive buying and selling guides, safety information and vehicle history reports, insurance and warranty programs, research and compare tools, including reviews, photos, videos, and more.

Fostering customer centricity with an AI automotive platform

Overview

The automobile client approached Sparity with an intent to rejuvenate and improvise its recommendations capabilities and also to help them with the inefficiencies in their process. Sparity acted quickly and implemented Machine Learning and Natural Language Processing solutions for analyzing user interactions and providing users information tailored to their interests, preferences, or behavioral history to influence decision-making and outcomes.

Challenges

In the existing setup, the client lacked a 360-degree view of a customer regarding behavior, lifestyle, and habits that resulted in inaccurate vehicle suggestions. A rule-based model was incorporated to understand automobile purchases in the existing setup that dint incorporates the behavioral traits of customers—low conversion rates impacted on the revenue.

Implementation

Fostering customer centricity with an AI automotive platform

Implemented Decision Intelligence that enables the customer to make smart, faster, easier, and right decisions.

Fostering customer centricity with an AI automotive platform

User interface design ensures competitive advantage and result in increased customer engagement, retention and experiences

Fostering customer centricity with an AI automotive platform

Redesigned the browse path to help customers easily find what they are looking for using relevant keywords

Fostering customer centricity with an AI automotive platform

Offered hyper-personalized recommendations, actions, and strategies that are unique and applicable to a specific customer

Solution

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 leverage sentiment and personality insights. Incorporated “Virtual Sales Advisor” that engages with customers in natural language to understand their personality, specifications, needs, and wants.

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Key Deliverables

Enhanced productivity

Website performance improved by 10x, including everything from automobile search to its listings

Customer loyalty

Enriched customer experience throughout the entire customer lifecycle and gained a competitive advantage.

Seamless experience

Created an integrated experience in real time with consistent omni channel experience – web and mobile

Profit

Increased return on investment (ROI) and profit margins by increasing sales and streamlining operations

Client Results

The impact we’ve had

At Sparity, we’ve served as a strategic partner for hundreds of the fastest-growing B2B companies.

Learn more about how we help our clients accelerate their growth.

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