AUTOMATION, ROBOTICS & AI
Shop online regularly, and you can’t fail to encounter a chatbot or virtual agent now and then. Providing information, answering questions or facilitating contact with humans, they’re fast-becoming a standard part of the online customer experience. So how and where does advanced technology like software robotics, AI and machine learning fit into the automotive landscape?
New Technology Opportunities
Smoother, faster and more consistent operations
In the UK and Europe, automotive fleet and finance companies have been slow to embrace emerging technologies, such as chatbots, robotic process automation, AI and machine learning. Even long-established tools such as optical character recognition (OCR) are not in widespread use.
We’re behind our counterparts in the US, where many automotive organisations are taking massive strides forward in this area as part of their digital transformation process. And as these businesses are already seeing, these new technologies have the potential to transform the customer experience – and operational efficiency – throughout the entire automotive finance and leasing lifecycle.
Our honest opinion
New technology means new opportunities. Key opportunities for the deployment of software robotics in fleet and finance include:
- Automating and performing repetitive, high volume business tasks (e.g. customer onboarding, invoice processing)
- Delivering meaningful intelligence and insights from enterprise ‘Big Data’ (e.g. internal enterprise data lakes and warehouses) and wider collaborative/industry data sources
- Guiding analysis and decision-making across the auto finance lifecycle (e.g. enhanced customer behavioural analysis and insights)
- Freeing up internal resources for more complex, creative and ‘value add’ tasks
- Improving customer experience
- Increasing loyalty and revenue
- Supporting and automating regulatory compliance
- Underpinning broader digital transformation initiatives, including the increasing move to customer omnichannel optionality.
Through the deployment of these new technologies, combined with wider operating model optimisation, we help automotive fleet and finance organisations continue the enhancement and improvement of their operational and digital self-service facilities to deliver a more efficient and seamless service for their customers.
Three things to look for when bringing in an external resource to support next-generation technology deployment:
A detailed understanding of the auto-finance and leasing lifecycle, to determine which stages would benefit most from automation technology.
The ability to anticipate and meet evolving consumer expectations in a way that optimises their experience while generating massive efficiency gains.
A knowledge of the current digital solutions being used within automotive (including customer portals, dealer portals and mobile apps), and the ability to work in complex legacy application environments.
Wondering how we can help your automotive organisation effectively deploy these new exciting technologies and bring you into the age of automation and AI? Read about our services in Transformation & Delivery Leadership and Strategic Consultancy.
Fancy an informal chat over coffee about the possibilities for your business?
No fee, no obligation, no fuss.