Carro soups up customer service with AI-driven voicebot

Carro, Southeast Asia’s largest automotive marketplace, has developed an automotive Talkbots module powered by WIZ A.I. to hyper-personalise its engagements with customers who are looking to sell their vehicles.

TalkBots, or conversational voice artificial intelligence, are much more complex compared to the everyday virtual assistants on one’s phone or laptop. Powered by WIZ A.I. proprietary artificial intelligence framework, it allows the caller to interact with the Talkbot using natural spoken language, offering a truly authentic human-like conversational experience. 

The Talkbot listens, understands and speaks several different ASEAN languages with localised accents, it even incorporates human-like actions such as pauses, clarification statements and chasing statements. According to Carro, they are so realistic that over 95% of callers can’t tell the difference between a TalkBot and a human agent.

Launched in December 2020, the TalkBots were first deployed in Indonesia as part of a regional rollout. Since its deployment, the Talkbots have engaged with over 20,000 potential leads that the local call centre operation would not otherwise have addressed. 

The Talkbots were able to handle almost four times the volume of calls as compared to a human agent, with a similar customer response rate. Also, TalkBots can handle the entire conversation for the vast majority of calls, and customers regularly thank the TalkBots once when the call concludes.

The ability to address a high volume of leads ultimately led to significant increase in additional transactions, giving Carro an edge over its competitors in accessing a greater portion of the Indonesia market. 

“While Carro has undertaken many industry firsts over the past few years, COVID-19 catalysed our drive to better engage with our customers through multiple avenues,” said Aaron Tan, CEO and founder of Carro. 

Following the launch in Indonesia, Carro will extend the TalkBots to Singapore and Malaysia, where the service will be continuously updated and improved to enhance the customer experience and engagement.

“We believe that voice is the new great frontier of customer engagement since digital,” said Jennifer Zhang, CEO and founder of WIZ.AI.

“It is the caller experience that sets our conversational voice AI Talkbots light years ahead of the competition,” said Zhang. “They are practically indistinguishable from a human agent, it understands natural spoken language and provides an authentic human experience by incorporating the unique nuances of language present in different communities.”