Hyundai has launched an always-on chatbot on Facebook developed by Orchard. The chatbot’s AI smart assistant keyword recognition on posts is an Australian automotive first for community management and will assist current and prospective Hyundai owners to interactively find information about vehicles while on Facebook.
At the heart of the Facebook chatbot development was Hyundai’s customer experience and its smart execution was rolled into two key user journeys. The direct to Messenger feature focuses on helping users discover the Hyundai vehicle they may be interested in, and providing a direct line of contact with customer care through phone support or via the enquiry process.
Secondly, when users comment on a Facebook post with specific questions, the AI capabilities of the Chatbot are able to harness the power of keywords and respond in real time. The keywords trigger the Hyundai Smart Assistant, inviting customer to discover valuable information about the model or post.
In addition, Orchard has implemented an auto-comment response on Facebook posts which allows the public to see when other users’ comments have been acknowledged by Hyundai.
Says Andrew Killey, practice lead at Orchard: “Customers love convenience and can become easily frustrated by having to wait online for answers. We wanted to create a seamless UI experience that engages users with Hyundai right from the start of the customer journey until the very end.”
Says Kevin Goult, director of marketing at Hyundai Australia: “Conversational UI is redefining community management. We wanted to extend Hyundai’s offering by providing cutomers with a helpful experience on social channels. We are confidente the Facebook chatbot created by Orchard, will deliver higher level of customer satisfaction and engagement with Hyundai.”
Says Paul Balbo at Facebook Australia: “Messaging is one of the fastest growing channels for people to connect with businesses, with 44% of Australian shoppers using a messaging service to find out more details about a product. We are confident that this Messenger project will help Hyundai increases customer satisfaction, lower costs and ultimately drive sales.”
Head of Strategy: Mikaela Crimmins
UX Design Lead: Vadim Vichniakov
Practice Lead: Andrew Killey
Senior Business Manager: Natalie Reyes
Senior Project manager: Ali Asgher
Technical Director: Gerard Beckerleg
Development: Karl Johnson
Development: Arun Mani
Client: Hyundai Australia
Director of Marketing: Kevin Goult
Digital Marketing Manager: John Duff-Gordon
Social & Partnerships Coordinator: Ava Elvy
Partner: Facebook Australia