She is pretty young, but a sponge for learning. I think she said she was born in 1991. As young as she is, she is already attending Carnegie Mellon! She’s a genius in certain areas, but only a genius in the areas she has been taught. One of her talents, I’m interested in, is her ability to stick to a BDC sales script 100% of the time. She is also good at giving customers directions to the dealership and knows every piece of inventory we have. She can flip to taking and making service calls, and scheduling service appointments. She is an excellent typist as well; sending personalized emails for just about any task. Did I mention she speaks more than 7 languages? I told you she was a genius. She can also do all of this hundreds of times a second!
I met Abby. Abby is the first of her kind, and will become the future business solution for companies who market over the phone and through email.
She is an advanced artificial intelligence based off of speech recognition programs. For dealers, she will interact with our DMS and CRM tools to deliver anything we need her to deliver to our customers. The demonstration I heard had a customer calling Abby to ask if a particular vehicle the customer saw on the dealer’s website was still in stock. Abby graced through the call to earn A+’s at a BD College. When the customer got off track, Abby had a simple question to bring the customer right back into the script. On top of that, Abby was accessing the DMS to not only tell the customer that particular vehicle was still in stock but also told the customer about 2 other vehicles just like it. Abby scheduled an appointment, took all of the necessary customer contact info (including a marketing source), got the customer to write down the manager’s name, and then gave the customer directions based off of Google Maps. Aside from just interacting with a DMS and CRM, Abby can also use any website (while on the call) to deliver necessary information.
Abby is an impressive spectacle. I am convinced she will become the forefront of a BDC while experienced BDC staff works behind her to handle the tougher customers. I don’t have an exact time as to when she will be fully ready for prime time, but just know she is coming. One day we may all GetAbby.
Article written by Alex Snyder. Director of eCommerce for the Checkered Flag Auto Group.