With the launch of the new compact Ram Rampage, the Ram brand has had its best year ever in Brazil. Winning numerous awards, the Rampage continues to revolutionize the Latin America market. Now, the new compact pickup is becoming the first vehicle in the country to use ChatGPT for customer service.
It marks the first time that Ram has used artificial intelligence (AI) tasked with answering consumer questions on Ram’s official WhatsApp channel. By consulting the vehicle’s owner’s manual, the service can respond in a practical, modern, and personalized way to questions, from the most technical to curiosities about the product and even the brand itself.
“It’s the embodiment of the premium and unparalleled service we offer our customers, always at the forefront of technology. We chose Ram Rampage to inaugurate this experience and reiterate that we have the Brazilian pick-up with the most technological content on the market, which introduces several driver assistance features and other after-sales innovations such as the Ram Connect system, and now, this novelty with the use of AI for customer service,” emphasizes Juliano Machado, Vice President of Ram for South America.
During the service, the consumer will be able to resolve any doubts about the product, such as the oil change period, replacement of brake pads, and recommended tire pressure. Additionally, it is possible to locate components such as the spare wheel or the button for turning on the bed light, etc.
These are some examples of what the new experience can offer, being able to consult each of the 361 pages of Ram Rampage’s Vehicle Manual and provide the proper answer to every customer question with impressive agility, using accessible language. You can also ask questions and get answers in Spanish and English, in addition to standard Portuguese.
At the debut of Ram Rampage, customer service via WhatsApp via ChatGPT is a solution from the Customer Care area of Stellantis. Prior to its launch, the company carried out several tests of the tool and found an increase in consumer satisfaction in the overall results of the technical information, as well as an evolution of the “One Call Solution” metric, which measures the calls resolved in the first transaction.
This solution was based on the volume of access to WhatsApp and contacts at the call center looking for technical information. So far, in 2023, there have been more than 5,000 views of the manual option on the WhatsApp channel, to which are added more than 7,000 contacts registered in the call center, where the customer was looking for technical information about the product.
Like Stellantis technology, the experience will be enhanced in the coming months with new features, such as the ability to ask questions via audio and send photos of vehicle-specific lights and/or components so that the technology can help resolve doubts. Additionally, the use of products from other brands of the group will be expanded in the Ram portfolio in Brazil.