Webmotors has just innovated once again the vehicle buying and selling journey in Brazil by implementing Artificial Intelligence in the negotiation process to enhance the customer experience. In collaboration with Amazon Web Services (AWS), Amazon’s cloud computing platform, the company has developed a solution that provides instant and personalized responses to customers who contact dealerships and stores via WhatsApp to get more information about a vehicle. The technology, already available in around 1,800 dealerships and vehicle stores in Brazil, is responsible for increasing engagement in negotiations eightfold.
The solution, aligned with the best practices of modern application development, has used a Cloud Native development strategy, with Serverless services and Amazon Bedrock. Using generative AI, the technology provides instant and personalized responses to customers’ main doubts, such as the vehicle’s year of manufacture, mileage, additional items, financing conditions, store details, among others. With the doubts cleared and the negotiation in an advanced stage, the seller can step in to direct the customer to the physical store to finally seal the deal and make the purchase.
For Daniel Polistchuck, Chief Technology Officer at Webmotors, technology revolutionizes the journey of both vehicle buyers and sellers. “In our internal research, we identified that customer interest decreases by 35% if the response to their inquiry takes 4 hours. Within 24 hours, this interest drops to 52%. Therefore, our solution improves the customer experience by providing answers about an ad at the moment they need it, and for the seller, who receives advanced negotiation and has their time optimized to close the deal,” explains the executive.
USE OF AI AT WEBMOTORS
As part of its strategy to offer a complete ecosystem for buying, selling, and using cars and to maintain its leadership in the Brazilian market, Webmotors is always looking for technologies and innovations to maintain the competitiveness of its business, as is the case with Artificial Intelligence. In 2023, for example, the company launched Webmotors Services, a solution that uses AI to help users simplify and expedite the vehicle maintenance process. With the technology, users can request repair estimates for minor and moderate damage on the car with just a photo, which can be taken by the driver at the time and location of the incident. The AI recognizes the scratch on the car in up to 7 seconds, and instantly the system provides an estimate of costs, indicating the nearest workshop.
