THEIR SOLUTION
Meaningful engagement
To build its automated experience for Messenger, Audi Taiwan began working closely with developer BotBonnie in 2017 and held multiple workshops to identify CRM challenges and establish its goals for the platform. The automaker wanted its digital assistant to include comprehensive features that allowed people to schedule appointments and maintain accounts, as well provide a personalised and meaningful customer service experience through services like automated maintenance reminders.
When building the digital assistant, BotBonnie included features such as image recognition so that users could upload an image of a vehicle to find out more information, an algorithm to sort complex bills between maintenance centres correctly, natural language processing that is updated regularly to distinguish between languages seamlessly, and a hybrid architecture that leverages the template message format for the entire Messenger experience.
Once the Messenger-powered digital assistance was integrated with Audi Taiwan’s existing CRM, BotBonnie helped train the team in how to use Messenger as its daily business communication tool and has continued to assist Audi Taiwan in introducing new Messenger features over the years, such as adding the ability to schedule test drives and maintenance appointments in 2018, introducing the option to request a quotation for a used car in 2019, and launching the functionality to manage loyalty program accounts in 2020.