Endeavour Automotive Group rolls out AutoConverse and provides instant satisfaction to their customers.
Endeavour Automotive Group has finished a large-scale trial of the AutoConverse AI chat system on its Hyundai brand and has seen incredible results. The AutoConverse AI system has now been installed across the entire group including brands such as Volvo, Lotus and Polestar. Customers can now get instant access to accurate information and services from anywhere on the site.
At first, we tested AutoConverse on our Hyundai franchise, due to the great success and the constant development, we now have it on all platforms for all franchises. This has given us instant interaction with our customers that is proving to be invaluable.
Karen Hodgins
Head of Group Communications
Endeavour Automotive
Who are Endeavour Automotive Group and how do they approach problems?
Endeavour Automotive Group has always been known as a progressive and forward thinking dealer group. They were early adopters of live chat, online car purchasing and their cutting edge dealerships have to be seen to be believed.
In this spirit, it was no surprise that their communications team could see the potential that AI has to be transformative for the customer experience. After continued frustration with their live chat provider it was decided that it was time to test the latest AI systems to see what they could offer.
What were the challenges?
Endeavour Automotive Group were using a large human led chat provider and were facing multiple challenges. The service was overly expensive, customers were receiving poor responses and the quality and volume of leads were not meeting expectations.
Endeavour were also paying variable pricing depending on volume so budget planning was made difficult.
On top of this, there wasn't much data coming out of the system, so it was hard to gain insights on customer intent or potential knowledge gaps across the site.
Project outcome
With the implementation of AutoConverse, Endeavour experienced a significant transformation in their customer engagement and lead generation process. The customisable AI solution provided consistent, high-quality responses to enquiries, ensuring a superior customer experience.
This improvement led to a huge increase in both the quality and volume of leads, directly contributing to increased sales across the group. The fixed pricing model offered by AutoConverse also eliminated the uncertainties associated with variable costs, allowing for accurate budget planning.
Our approach to working with the amazing team at Endeavour Automotive Group
Karen Hodgins, the Head of Group Communications at Endeavour, was an amazing collaborator and approached AutoConverse with some game changing ideas on how the platform could be used across the site. A trial was started where AutoConverse was set to run only on the Hyundai sections of the Endeavour site and data collection began so that Karen’s team and AutoConverse could verify the system was providing optimal responses to site visitors.
During the trial the AutoConverse platform was continually updating, firstly in how the core system handled messages (changing from single agent to a multi agent system) and secondly a constant stream of updates to the core models being used (from ML.NET, to Chat GPT, to GPT 4 and lastly to GPT 4o). Each update was validated and the training knowledge and available services were continually tweaked in collaboration with the client until the system was converting over 40% of all chats to a qualified lead. This was a new record for the AutoConverse platform.
After the successful trial, Endeavour wanted to roll out the system to all brands on the website and the communications team believed they could increase the conversion rate even further with more services being offered by the bot and more custom knowledge being loaded in. They were correct, and due to the extremely close working partnership the end result was truly astounding. Endeavour became the first AutoConverse customer to clear a 50% conversion rate. As of July 2024 the conversion rate is now over 55% and growing due to their constant input.
What this means for Endeavour Automotive Group moving forwards
Modern
Endeavour is now operating at the forefront of AI technology and providing their customers with a higher quality of service than their previous human led chat system could provide.
Accurate
Customers are receiving up to date, accurate and safe responses to their enquiries.
Leads
Lead generation is at an all time high and the conversion rate of chats starting to leads sent is continuing to increase.
Insights
The amount of data available from the AutoConverse platform is second to none. Customer behaviours and intent are easy to measure as well as transcript analysis and lead categorisation. Data gaps are instantly detectable so the communications team knows exactly what content they should be generating to help their customers.
Costs
AutoConverse needs no humans to operate so can run cheaper than the previous solution being used. Pricing is also fixed so Endeavour no longer has to guess future spend.
24/7
Over a third of the leads coming in to Endeavour happen out of hours and the platform never needs to sleep. Day or night Endeavour customers can have an exceptional experience.
Partnership
Endeavour have been integral to the continued success of the AutoConverse platform and the two businesses work closely together to keep iterating on that success. AutoConverse are offering more general advice on AI usage within the dealer group as Endeavour and the communications team keep pushing the limits of what’s possible.
A huge thanks to Endeavour Automotive Group for being such a good client to work with. If you want to know what AutoConverse can do for you, click here and get your demo today.