Meet LISA - Your Autonomous
Assistant for Service Retention

LISA (Linguistic Intelligence Service Assistant) proactively engages service customers in 2-way conversations using the most advanced Natural Language Understanding in the market and books the appointment directly on the scheduler with no human interaction to increase revenue and reduce cost.

LISA DOES NOT send a link to the online scheduler and “hope” the customer takes action.

TRUSTED BY THE LARGEST DEALER GROUPS IN THE NATION

What does LISA Do

Retain Your Existing Customers

  • Hyper-personalize every touchpoint with every customer
  • Increase engagement rates
  • Decrease opt-out rates
  • Maintain a 360 View of your customers' preferences

Boost your Service Revenue

  • Re-engage lost customers and bring them back in
  • Increase CSI Scores by identifying customer complaints in advance and resolving them
  • Automatically increase service appointments

Reduce your Service BDC Costs

  • Engage customers with no human intervention
  • Book Appointments automatically WITHOUT waiting for your service staff
  • Stop losing customers that want to book appointments after hours

WHY does LISA do it? - Business Case

Customer Experience + Ownership Experience
Keep Your Customers for Life

Customers who buy cars from you will keep coming back for Service if you provide a good ownership experience.
Your customers' lifetime value (CLV) to your dealership is directly related to your Customer Acquisition Costs (CAC) and your customers' experience (CX).
AutoEngage reduces your CAC dramatically and exceeds your customers' expectations from first contact to appointments set throughout their Service experience.

Reduce Your Service BDC Expenses

It takes time, effort and budget to reach out to tens of thousands of Service customers across all of your Stores. Customers don't engage with mass email marketing and SMS text blasts and many of them OPT OUT. They need someone who can interact with them one-to-one.

What has LISA accomplished so far?

23.2 Million messages exchanged with customers

100s of 1000s of Appointments automatically set WITHOUT ANY HUMAN INTERVENTION

84 - 88% Average Show Rate

9x to 13x Average Return on Investment

10s of Millions of Dollars of Incremental Revenue (with 100% attribution)

HOW does LISA do it?

The Autonomous Service Assistant Lisa uses Natural Language Understanding to interpret customer responses to remember all of the facts, requests, questions, and composes a response just like a Human.


Tue 11:40am

Hi Lisa,

Yes. I want to book a service appt for my 2021 Camry.

Eric

L
Tue 11:42am

Hi Eric,

Ok. I can schedule a service appointment for the 2021 Camry. What time would you prefer?

Lisa

The NLU Engine uses a cognitive model including intent detection, sentence syntactic & semantic analysis and Emotion & Tonality Detection.
Yes. I want to book a service appt for my 2021 Camry.
(IJ) (PRP) (VBD) (TO) (VB) (DT) (NN) (NN) (IN) (DT) (NNP) (NNP)
(IJ) (NP) (VB) (NP) (PP) (NP) (NP)
confirm()&setup_appt(event=service appt,vehicle=2021 Toyota Camry)&ask(time)
Ok. I can schedule a service appointment for the 2021 Camry. What time would you prefer?

LISA uses Adaptive Dialog Management to understand the intent of the customer and dynamically steer the conversation towards a CTA (Call to Action) just like a human.

status_busy

customer=eric
date=tomm
time=morning

empathize

topic=schedule
time=morning
status=busy

propose_alternate_time

range=afternoon
time=4pm
date=tomm

At every step in the dialogue, Lisa understands the objection, empathizes with the customer and proposes an alternative option to accomplish the goal.

Tue 10:00pm

Hi Lisa,

I am sorry. I cannot do it tomorrow morning. Mornings are always busy for me.

Eric

L
Tue 10:02pm

Hi Eric,

I completely understand morning is not a good time for you. How about 4 pm tomorrow afternoon. Does that work?

Lisa