Chatbots for Auto industry
Citroen now welcomes its customers with artificial intelligence
With a production history of 100 years, Citroen is a brand that likes to keep up with the time spirit. As a result of this approach, it took a technological step in customer communication. Thus, the Citroen - Jetlink journey began.
Citroen has entrusted its growing customer communication network to artificial intelligence. It saved time and workload by automating communication. Reaching more potential customers, getting more leads, giving more information.
9.602 hours
saved with automation
in last 12 months
>12K
Qualified Lead Generation
in 12 months
95%
intent match accuracy
About Citroen
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Since 1919, Citroën has seen people and their lifestyles as their primary inspiration. The brand emphasizes this spirit and approach with the motto 'Inspired by You' and brings the unique design and comfort of its cars to life with this spirit and approach. Citroën also stands out with a unique customer experience among mainstream brands.
Industry: Auto
Company size: Enterprise
HQ location: Poissy, France
Products & Services used
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Chatbot engine
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Web messenger
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Managed service
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A proactive chatbot
It's always a good idea to automate conversations with an AI chat system. In addition, creating a growing communication channel thanks to proactive conversations means both time savings and more customers. When a system is established that invites the customer, not waiting, the efficiency reaches unexpected dimensions.
Thanks to this revolutionary development, which significantly affected the Citroen chatbot traffic, the number of simultaneous serviced customers, as well as the number of leads and sales, increased significantly. The number of clicks gained thanks to proactive conversations has reached 670,000 for the last year. We can establish behavioral patterns by directing the communication habits of customers. For this reason, the proactive approach turns out to be a very effective method.
1 out of 10 leads turned into sales
With the increase in online leads and sales in the automotive industry, the chatbot has turned into an effective sales channel for Citroen Turkey. Last year, 17% of leads received through the chatbot channel turned into sales. This rate is increasing day by day thanks to well-designed lead flows and proactive communication approach. Although the result is satisfactory, too much innovation/study is being done to surpass it.
From car discovery to complaints, everything can be done by virtual assistant
The easy integrations and the artificial intelligence infrastructure that can adapt to any subject open the doors to a solution universe without borders. With artificial intelligence that adapts to any conversation between Citroen and its customers, an indistinguishable human-like experience is offered. The virtual assistant, which users often cannot distinguish from a real person, is responsible for an intimate and functional experience. Small talks, non-robotic style, thoughtful details, constantly improving technological system and more. This system, in which the brand sees value for its customers, simultaneously solves many problems, allows conversation and establishes a sincere relationship.
" What Citroen is needed was a technologically superior and operationally reliable automation solution that not only delivered on customer support but also generated leads. But even more important was to increase NPS levels of our current and potential customers. Automation wasn't against that with Jetlink's NLU engine. It contributed to that strategy by providing fast, on-time and accurate information feed to Citroen audience."
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Deren Soykan
Marketing Supervisor
The success of the ever-evolving technological structure and content management
Innovations that will increase the level of user understanding of the chatbot and strict content tracking have made the system the wise of the company. Citroen, which lives the value of speed, continuity and time saving, happily continues its journey with Jetlink.
The company also contributes to its reputation by introducing its customers to digital transformation. Citroen which has lived a revolutionary transformation by understanding the consumer's behavioral patterns, the requirements of time and the importance of speed, seems happy with the decisions it has taken.
What is next?
For the Citroen virtual assistant, tomorrow will be different from today. Technological developments are followed closely and applied at every opportunity. Among the upcoming plans is to use all the possibilities of WhatsApp by integrating with the WhatsApp channel.
We envision this channel, which includes important developments that will take Jetlink's proactive approach to the next level, in many scenarios. In the next process, we want to be informed about the maintenance appointment time of our car or the pre-sales of the next model of the car with a WhatsApp notification.
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