Since the launch of Peugeot Genius, Peugeot Türkiye has experienced a remarkable transformation in how it engages with customers and handles inquiries. What started as a solution to ease the strain on call centers quickly evolved into a cornerstone of their customer service strategy. The chatbot, powered by cutting-edge AI and LLM technologies, took on the challenge of managing an increasing number of customer interactions, seamlessly responding to over half a million new clients and facilitating more than 582,000 conversations. The impact on Peugeot’s operations was immediate. As the chatbot stepped in to handle routine inquiries, call center agents found themselves free to focus on more complex and high-value interactions.

With over 400,000 calls deflected to human agents only when necessary, the chatbot became a vital support system, working in harmony with the human team to deliver exceptional service around the clock. The integration of Peugeot Genius with WhatsApp in 2022 was a game-changer. Suddenly, the chatbot had access to a platform preferred by many customers, and within months, 70% of all conversations were flowing through WhatsApp. This not only expanded the company’s reach but also made it more accessible to a wider audience. But the most significant win came in the form of lead conversions.

Thanks to its tight CRM integration, Peugeot Genius didn’t just answer questions—it captured opportunities. Over 3,000 leads were converted into sales, proving that the chatbot was more than a customer service tool—it was a powerful sales engine. Additionally, the streamlined operations led to an impressive 34,668 hours saved in customer service operations over three years, translating to both time and cost efficiencies. Peugeot Türkiye’s journey with Peugeot Genius is a testament to the immense potential of AI-powered systems to revolutionize both customer experience and business growth.