Telepathy Labs announces the launch of STELLA Automotive AI for retail automotive. STELLA uses a high-end multi-layered intelligent conversational AI technology with cognitive reasoning to streamline repetitive customer communication needs. This allows both franchise and independent car dealers to modernize their business processes and lower expenses, while offering a high caliber customer experience.
Known for building global custom intelligence applications with scalable frameworks, Telepathy Labs stepped into the automotive retail market in late 2020. The company realized they could simplify the service booking process, allowing dealership customers to easily set, confirm or change appointments through proactive and personalized voice calls. The resulting product became STELLA Service Booking.
STELLA Service Booking picks up the call on the first ring, identifying callers by their phone numbers to anticipate the vehicle needing service. By maintaining context based on customer histories, STELLA can resolve issues quickly, reducing call times. For those needing additional assistance, STELLA can transfer calls to a dealership employee.
Telepathy Labs partnered with Bayside BMW in March 2021 to curate intelligence offerings for the service drive with STELLA Service Booking. Bayside BMW consistently ranks in the top 10 BMW dealerships nationwide. With STELLA’s help, the dealership schedules over 400 service appointments per month. Doug Foss, general manager of Bayside BMW says, “At first, we were worried that customers wouldn’t like talking to an AI. lso, being in the NYC suburbs means our demographic includes a melting pot of nationalities and accents — even our own staff sometimes has difficulty understanding what our customers are saying.”
Less than a year later, STELLA manages over 60% of the dealership’s BDC service calls, enabling the store’s representatives to focus their skills on outbound calls and important customer issues. “Customer satisfaction with STELLA is higher than we expected, with over 75% rating STELLA calls at the 9-10 level,” says Foss.
Due to industry demand ahead of its official launch, STELLA Automotive AI is operational in dozens of franchised dealerships. According to founder and CEO, Josselyn Boudett, “Our technology has been in development for five years. This past year proved that STELLA can transform the automotive consumer experience while simultaneously improving the dealership’s bottom line. We continue to invest in our infrastructure as we position STELLA for further growth and advancement in 2022.”
The company is growing at a rapid pace, hiring in every department to meet demand. To hone the product’s capabilities for dealer-specific needs, Telepathy Labs hired Hunter Swift, 20-year veteran of automotive CRM and digital marketing technology, as the vice president of product. Jennifer Sanford, with 10 years of experience marketing automotive retail software, was hired as vice president of marketing and industry relations to lead the company’s marketing efforts.