Call tracking and marketing analytics company Car Wars recently launched a new artificial intelligence (AI) service designed to help dealers connect more callers after first introducing the automotive industry to its CRISP methodology three years ago.
“Phone calls are precious, yet every inbound call is handled in a similar inefficient way. The calls hit the same bridge or receptionist who struggles to connect the caller to the right person. Callers end up frustrated and speaking to ill-informed employees or no employee at all,” Car Wars automotive vice president Mike Haeg said in a news release.
Using AI, Car Wars’ new Cari Connect, a CRISP Agent Responding Intelligently, service analyzes DMS data and previous inbound, outbound and text conversations to determine if the caller is a new or existing customer.
When Cari Connect recognizes an existing customer, it can identify which agent handled the prior call and direct the appointment opportunity directly to the agent who last assisted the caller.
This step helps speed up the sales process because returning callers won’t need to repeat information to uninformed agents, according to Car Wars.
When a call reaches an agent, Cari Connect provides them with useful information to assist the caller. And agents also have access to the existing customer records during live calls.
“The Cari Live Calls dashboard provides the ability to actively watch calls without spending time looking through each agent's dashboard or activities,” said Arianna Goodwin, BDC manager at Asbury Automotive Group.
“The capability to click the ‘Open In CRM’ button while on phone calls has also been a huge time saver. I’ve easily been able to find active opportunities that have not been entered into our system; [Cari Connect Live Calls] has saved countless deals for our dealer group since we’ve started using it,” she went on to say.