The Telephone Consumer Protection Act (TCPA) was enacted in 1991 to protect consumers from unwanted telemarketing calls, unsolicited faxes and automated text messages. In recent years, the automotive industry has increasingly relied on advanced communication technologies to engage with customers, raising concerns about TCPA compliance. However, artificial intelligence (AI) has emerged as a powerful solution to help automotive dealerships adhere to these regulations while still providing customers with a seamless communication experience.
In this blog, we will explore how AI helps dealerships stay TCPA compliant by recognizing non-standard opt-out phrases.
AI is playing a crucial role in ensuring TCPA compliance within the automotive industry. Recognizing non-standard opt-out phrases is vital for dealerships to avoid hefty fines and legal repercussions. Let’s explore how an AI-driven platform should effectively catch non-standard opt-out phrases, reducing the burden on dealership staff and increasing compliance with TCPA guidelines.
Catching Non-Standard Opt-Out Phrases
Dealers need an AI solution that goes beyond detecting standard opt-out phrases like “stop,” “unsubscribe” or “remove me.” They need one that has been designed to identify a wide variety of non-standard phrases, enhancing compliance and customer satisfaction.
Here are a few examples of phrases AI is successfully catching:
- “Remove me from your list.”
- “Stop texting me.”
- “No. Please remove me from the text list.”
- “No sir, not since 2016. I’m all set thanks. Please remove my number from the sales call list and have a nice day.👍🏼“
Additionally, dealerships need a platform that is also able to detect phrases indicating that the dealership has the wrong number, such as:
- “Wrong number.”
- “Sorry, but you have the wrong number, I’m not Sally.”
Dealership Staff vs. AI: The Benefits of Automated Opt-Out Recognition
Relying on dealership staff to mark leads and stop communication based on opt-out requests has proven to be inefficient, with only 10% of the time being marked correctly. This creates massive risk for auto dealerships. On the other hand, AI has the capability to detect and process opt-out requests with non-standard phrases. From the data we have collected on millions of opt-out requests, more than 40% of customer opt-out request are using nonstandard language and relying on dealership staff to correctly opt-out the customer.
The advantages of employing AI-driven platforms include:
- Increased efficiency: With the ability to automatically recognize non-standard opt-out phrases, staff can focus on other essential tasks, increasing productivity.
- Enhanced TCPA compliance: Reducing human error in detecting and processing opt-out requests minimizes the risk of fines and legal consequences.
- Improved customer experience: Accurate and prompt identification of opt-out requests, including wrong number cases, leads to a more seamless communication experience for customers.
- Reduced burden on staff: Automation of opt-out detection allows dealership employees to work without the constant worry of overlooking customer requests and the repercussions that may follow.
Text messaging platforms, powered by AI, can transform TCPA compliance within the automotive industry. By seamlessly integrating AI to detect both standard and non-standard opt-out phrases, dealerships can position themselves to be TCPA compliant. This not only minimizes the risk of fines and legal consequences but also enhances customer experience, efficiency and overall productivity. Automotive dealerships leveraging effective AI-driven text messaging platforms can confidently navigate the complexities of TCPA guidelines while providing exceptional communication services to their customers.
