Happy New Year! As we rev into 2024, everyone at AutoChat wishes you a year filled with prosperity, innovation, and smooth journeys ahead.

This week we are releasing some nice new functionalities.

Connection between OpenAI and "Google AI"

At AutoChat we think that our assistant shouldn't only be able to assist your customers 24/7, we also think we should try and convert any questions into possible sales leads. Therefore it's now possible to move from our "ask a question" flow into one of our predefined flows and by doing so connecting two powerful platforms.

Let's look at some examples to make clear what this functionality does. Let's say someone is interested in a specific car (and thus he is on a vehicle detail page) and wants to know where it is currently located.

As you can see as soon as we answered the question we gave the consumer two suggestions (Book testdrive and Book sales appointment). Now the consumer can either click on one of the suggestions or type for example "I want to testdrive the car". In both cases we will switch directly into that specific flow. By doing this we make sure:

The lead ends up in the correct system (e-mail, lead management system)
The correct location is connected to the lead
We make sure we take into consideration the correct opening hours and minimum delay times (so that for example a consumer can't book an appoint in 30 minutes)
The lead will be delivered directly to the dealership

In the next example we are not on a vehicle detail page. As soon as the consumer asks a question we again offer him some suggestions. He selects the book workshop appointment suggestion to immediately go into that specific flow:

In our last example we show that the consumer doesn't necessarily need to use the suggestion buttons at all:

In this case the consumer started the chat by clicking on the "Ask a question" button in the chat bubble. Then he just entered that he wants to book a test drive and our assistant immediately switched from answering questions (using OpenAI) to booking a test drive appointment (using the Google AI platform).

If you are wondering how many times this is happening then you can measure this by measuring an event called "autochat_from_question_to_appointment_flow" in Google Analytics. Not using the Google Analytics integration yet? Check out how to do this here.

Next step in automating lead delivery

In our previous release notes we explained that we were working on getting requests and questions we cannot answer yet into your mailbox in a fast and proper way. In this release we are implementing the next step in this process.

1. You can now see which chats need a follow up in our dashboard.

As you can see there is now a new label called "Action required". This means that the consumer has a request that needs a follow up. While we are still testing if this decision is always 100% correct it should mean that eventually you can safely ignore the other chats as they have been successfully resolved.

2. You can see which data we are extracting from the chat.

3. Send the chat as an email directly from the dashboard

In the same view as displayed above we have implemented the ability to send the chat as an email. Please note that this is only possible if the chat is marked as "action required".

Important note: the emails will now be sent directly to the correct email box. In the past we sent the same email to different recipients. As this is no longer the case, you will not see the other email addresses in cc anymore.

4. Change label after email is sent

As soon as we send the email from the dashboard to your organization the "Action required" disappears from this specific chat.

5. More data insights

Customers have asked us to get more insights into the kind of conversations that we are handling. By applying these data extractions from the chats we are taking the first steps to make this possible as well:

After we have monitored this approach for a while our next step will be to make it possible to configure which types of requests (for example aftersales, sales or marketing related) will be sent to which email box. When this step is completed we are ready to fully automatically deliver you the chat/lead after the consumer finished the conversation.