To meet shifting consumer demands, Kia leveraged communications platforms that meet customers where and how they like to communicate, like live chat and social media. However, employing people to manage 1-to-1 conversations on new channels isn’t scalable or cost-effective. As those platforms grew more popular, Kia started searching for a new solution.
Kia’s U.S. division, Kia Motors America, set out to find a partner that could improve online engagement, help users navigate the Kia.com website, automate social channel response, reduce the need for human customer service support, and deliver higher-quality leads to dealers. They found that partner in CarLabs.ai, a platform developed specifically for the automotive industry. When it launched in the marketplace in November 2017, CarLabs.ai became the first conversational AI platform that could answer questions about an auto brand’s entire vehicle lineup. The CarLabs.ai team was able to engineer a solution that achieved each of Kia’s goals, as well as provide unprecedented consumer insights.