Webmotors has once again innovated 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 developed a solution that offers instant and personalized responses to customers who contact dealerships and stores via WhatsApp to obtain more information about a vehicle. The technology, already available in approximately 1,800 dealerships and vehicle stores in Brazil, is responsible for increasing engagement in negotiations eightfold.
The solution, aligned with best practices in modern application development, utilized a Cloud Native development strategy with Serverless services and Amazon Bedrock. Using generative AI, the technology provides instant and personalized answers to key customer questions, such as vehicle year of manufacture, mileage, additional features, financing conditions, store details, and more. With the questions answered and the negotiation at an advanced stage, the salesperson can then direct the customer to the physical store to finalize the deal and complete the purchase.
According to Daniel Polistchuck, Chief Technology Officer at Webmotors , technology revolutionizes the journey for both buyers and sellers of vehicles. “In our internal research, we identified that customer interest decreases by 35% if it takes 4 hours to get a response to their question. Within 24 hours, this interest drops to 52%. Therefore, our solution improves the experience for the customer by providing answers about an advertisement at the moment they need them, and for the seller, who receives advanced negotiation information 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 automobiles and to maintain its leadership in the Brazilian market, Webmotors is always seeking technologies and innovations to maintain the competitiveness of its business, such as Artificial Intelligence. In 2023, for example, the company launched Webmotors Serviços, a solution that uses AI to help users simplify and expedite the vehicle maintenance process. With this technology, users can, for example, request repair quotes for minor and moderate car damage with just a photo, which can be taken by the driver at the moment and location of the incident. The AI recognizes the scratch on the car in up to 7 seconds, and the system instantly provides a cost estimate, indicating the nearest repair shop.
