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Jetlink Conversational AI automizes over %80 of customer communication for Toyota
Toyota is one of the biggest global automotive firms with its 370.000 emoloyees, 170+ sales regions, 69 manufacturing companies and 20 R&D centers worldwide. When AI started to become an actual “thing”, Toyota Turkey as an innovative company knew that they should adjust this new era. After the evaluation process, they have decided that starting with a chatbot would be the best start to get in the business because they neeeded to automate customer dialogs.
Toyota customers services was already getting to much questions about Toyota products and services from their customers. Leading some of this traffic to the bot was going to be a lot of help and make them save the time and costs. What wasn’t expected this much is that bot itself would creating new leads.
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Products & Services Used
8590 hours
Saving from customer service operations in 1 year
51.381
Lead generation during 2 years
97,9%
Intent match accuracy
About Toyota
Industry:
Automotive
Company Size:
Enterprise
HQ Location:
1 Toyota-Cho, Toyota City, Aichi Prefecture 471-8571, Japan
Toyota strives to be a strong corporate citizen, engaging with and earning the trust of its stakeholders, and to contribute to the creation of a prosperous society through all its business operations. Our corporate principles form the basis of our initiatives, reflect values that enable action, and drive our mindset.
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There are thousands incoming messages from our customers monthly. It would be impossible to answer all questions without Jetlink Conversational AI Platform.
Hazal Sarıkaya
Digital Experience Specialist
We use Jetlink to maintain messaging based customer communication through different channels and the unique conversational A.I. that they provide solves 90% of all common customer inquiries 24/7. This gives an extra time for our human agents to focus on complex issues. We see Jetlink as value adding partner for our strategic goals.
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Barış Erdim
Marketing Director
What is next?
Toyota's virtual assistant is already a very mature, useful chatbot with one of the highest content capacity worldwide. She knows pretty much everything regarding Toyota brand, technologies and car models.
Next step is to widen its presence on different conversational channels including WhatsApp and Instagram. Soon, the AI will start to serve in more channels and she is ready for that.
+502% more conversations Over Previous Month after proactive conversations, 12K Unique Users Per Month on Average
Chatbot changes consumer behaviour too. Before bots, phone was the most preferable contact tool, but users had to wait on the line, plus it wasn’t 24/7 online.
They were sceptical about asking to bots when they are too new to adopt, but then, by the time, they realised that chatbots are way faster and easy to talk to. In Toyota’s case, bot conversation numbers were always satisfying. Right now, after 3,5 years, the conversation rate increases 5 times every month in comparison to previous month.
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