Proactive Dealer Solutions has announced the addition of its digital voice assistant (DVA) Brooke.ai to the Stellantis MarketCenter.
As a MarketCenter supplier, Proactive’s Brooke.ai offers Chrysler, Jeep, Dodge, Ram, Fiat and Alfa Romeo U.S. dealers competitive pricing through Stellantis’ MarketCenter within the DealerConnect portal.
Brooke.ai is a digital voice assistant designed to answer, handle and appoint inbound service calls for dealers. She improves the customer experience while reducing operational expenses, the company said. As a specialized AI digital voice assistant specifically built for automotive service scheduling, Brooke delivers more accurate responses leveraging Natural Language Understanding. Loading historical data from millions of real voice conversations within the automotive industry ensures that the digital assistant understands the context of what a customer is saying. Unlike traditional bot technology, Brooke.ai has the ability to handle the unknown.
Brooke.ai’s proprietary shop management and scheduling capacity features are designed to streamline the management of fixed operations workflows and improve customer experience through a more balanced workload. Robust scheduling functionality ensures the service department is correctly scheduled according to staffing and workload. Brooke.ai also includes a vehicle manager to control vehicles serviced and shop loading based on service type and technician skills and ensures appointments are scheduled with accurate operation codes. Brooke can additionally check and promote open recalls and recommended maintenance when managing inbound service calls from existing customers.
Proactive Dealer Solutions studies show that an average of 30% of inbound service calls are lost, abandoned on hold or misrouted. Brooke.ai ensures every call connects, which can lead to tens of thousands of dollars in additional revenue every year. Brooke.ai also provides callers with basic dealership information, such as service hours and location details. She quickly transfers more complex or non-appointable calls to the correct person at the dealership, including roadside assistance, when necessary.
“Since implementing Brooke.ai into our inbound service call about 40% of the overall call volume has been stopped from ringing in the lane. And over 54% of customers now call to book an appointment with the digital assistant. We are saving more than 22 hours of labor time a month just by eliminating these calls from the team’s workload! The calls are handled quickly. Our average call time is around 2.5 minutes and appointments are always booked correctly making for a smooth transition for my team. We are excited to be at the forefront of this technology and are glad that we chose Brooke.ai as our solution. We are thankful for the support from the Proactive Dealer Solutions team and look forward to the features they add to the application in the future,” said John Epp, general manager, Scranton Chrysler, Dodge, Jeep, Ram.
