Webmotors has once again innovated the car 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 provides instant and personalized responses to customers who contact dealerships and stores via WhatsApp for more information about a vehicle. The technology, already available in about 1,800 dealerships and car stores in Brazil, is responsible for multiplying engagement in negotiations by eight.
The solution, aligned with the best practices of modern application development, utilized a Cloud Native development strategy with Serverless services and Amazon Bedrock. With generative AI, the technology provides instant and personalized answers to customers’ main questions, such as the vehicle’s manufacturing year, mileage, additional items, financing conditions, store details, among others. With doubts clarified and the negotiation at an advanced stage, the seller can step in to direct the customer to the physical store to finally close the deal and complete the purchase.
For Daniel Polistchuck, Chief Technology Officer at Webmotors, the technology revolutionizes the journey for both vehicle buyers and sellers. “In our internal research, we found that customer interest decreases by 35% if the response to their query takes 4 hours. In 24 hours, this interest drops to 52%. Therefore, our solution improves the customer experience by providing answers about a listing when needed, and for the seller, who receives an 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 automobiles and maintain its leadership in the Brazilian market, Webmotors is always seeking technologies and innovations to keep its business competitive, 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, the user can, for instance, request repair estimates for minor and moderate car damages with just a photo, which can be taken by the driver at the moment and location of the incident. The AI identifies the car scratch in up to 7 seconds and instantly provides a cost estimate, indicating the nearest workshop.
