Conversational AI in Automotive
Peugeot Accelerates Customer Service and Sales with AI Innovation: A Case Study on Peugeot Genius
Peugeot Türkiye, a leading player in the automotive industry, faced challenges that required innovative solutions to improve customer service efficiency and expand lead generation channels. This case study details how the implementation of an advanced AI chatbot, Peugeot Genius, helped the company achieve its goals, surpassing expectations in both operational efficiency and sales conversions across multiple platforms.
98%
Accurate intent match rate with LLM technologoies
500K+
users served in 3 years
and counting
35K
hours saved with automation in 3 years and counting
About Peugeot
Peugeot, founded in 1810, is a French car manufacturer now part of Stellantis, a global automotive group. The company produces a variety of vehicles, including passenger cars, commercial vehicles, and electric models like the Peugeot e-208. Known for its focus on innovation and sustainability, Peugeot aims to achieve carbon neutrality by 2038. With a strong global presence, especially in Europe and emerging markets, the brand is recognized for its design, performance, and multiple "European Car of the Year" awards. Its slogan, "Motion & Emotion," reflects its emphasis on dynamic driving and emotional design.
Industry: Automotive
Company size: Enterprise
HQ location: Peugeot, France
Products & Services used
Conversational AI Engine
Web Messenger
WhatsApp Business API
Jetlink Genius (LLM Powered)
Technologies Used
Peugeot Türkiye introduced Peugeot Genius, a cutting-edge AI-driven chatbot, to tackle multiple challenges. The chatbot was equipped with advanced Natural Language Processing (NLP), reaching an impressive 98% intent accuracy rate. Moving forward, Peugeot wanted to have more meaningful conversations with its customers, and advanced LLM powered Conversational AI was the best solution to achieve this goal.
Integrated with the company's CRM system, Peugeot Genius facilitated customer inquiries about car features, test drives, and more while capturing and tracking leads. It was deployed across the company’s website, social media platforms, and, as of July 2022, integrated with WhatsApp, allowing the brand to expand its reach and offer 24/7 customer service.
Challenges Addressed
Peugeot Türkiye faced three significant challenges that were hindering its growth and operational efficiency: Escalating Call Center Workload: As customer inquiries surged, the burden on call center agents grew, leading to bottlenecks in response times. This not only slowed down service but also diminished overall customer satisfaction, as delayed responses became more frequent.
Dependence on Traditional Lead Generation: The company's reliance on conventional lead generation methods, such as phone calls and emails, was limiting its ability to tap into broader markets. These channels, while effective in the past, were not scalable enough to meet the demands of an increasingly digital customer base.
Lack of 24/7 Customer Support: In a global and fast-paced automotive market, the absence of a system capable of managing inquiries around the clock became a critical issue. Peugeot Türkiye needed a solution that could engage with customers anytime, anywhere, ensuring a seamless experience regardless of time zones or working hours. These challenges called for an innovative approach, pushing Peugeot Türkiye to explore AI-driven solutions to transform both customer service and lead generation.
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Solution Details
Peugeot Türkiye implemented Peugeot Genius as a comprehensive dual-purpose solution, designed to tackle both customer service inefficiencies and lead generation challenges. The AI-driven chatbot was integrated across multiple platforms, including the company’s website, social media channels, and WhatsApp, ensuring 24/7 customer support and interaction.
Equipped with advanced Natural Language Processing (NLP) and powered by Large Language Models (LLM), Peugeot Genius was capable of handling a wide range of customer inquiries—from vehicle features to scheduling test drives—significantly reducing the workload on call center agents and improving response accuracy. A major advantage of Peugeot Genius was its seamless integration with Peugeot Türkiye’s CRM system. This allowed the chatbot to not only provide immediate, accurate responses but also capture and track potential leads in real time. The LLM-powered system contributed to a 98% intent accuracy rate, ensuring high-quality interactions and minimizing the need for human intervention.
By automating lead generation and management, the chatbot significantly expanded the company’s market reach while ensuring a streamlined process for converting leads into sales. In July 2022, the integration with WhatsApp further enhanced the chatbot’s capabilities, adding a highly popular communication channel that accounted for 70% of the overall conversation volume. This expansion, supported by the LLM system, allowed Peugeot Türkiye to engage with more customers, drive higher lead conversions, and provide consistent service across all digital touchpoints. The success of Peugeot Genius showcases the transformative power of AI and LLM technologies in delivering superior customer experiences while optimizing operational efficiency.
Benefits Achieved
ince 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.
Metrics
Since the launch of Peugeot Genius in June 2021, Peugeot Türkiye has seen remarkable improvements in both customer engagement and operational efficiency. The AI-driven chatbot has played a pivotal role in transforming the way the company interacts with its customers. With over 500,000 new clients engaged and 582,000 conversations managed, Peugeot Genius has streamlined communication across multiple platforms, significantly reducing the workload on call center agents by deflecting over 400,000 calls. This resulted in a substantial time saving of 34,668 hours in customer service operations over three years. Additionally, the integration with WhatsApp has proven to be a game-changer, accounting for 70% of the chatbot’s conversation volume. Most notably, the chatbot's efficient lead management contributed to over 3,000 sales conversions, underscoring its impact on the company's bottom line.
Conclusion and Future Vision:
The deployment of Peugeot Genius revolutionized customer interaction and lead generation at Peugeot Türkiye. The success of the AI-driven chatbot illustrates the company's commitment to leveraging technology for enhanced customer experience and operational efficiency.
Looking forward, Peugeot Türkiye aims to continue this innovation with plans to introduce features like voice-command support and multilingual capabilities, setting new standards for customer engagement. Next Steps Peugeot Türkiye is exploring the introduction of additional features such as voice-command support and multilingual options for Peugeot Genius, aiming to further enhance customer engagement and stay ahead of market demands.
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