The problem with traditional chat solutions.
Too much friction leads to a poor customer experience and low conversion rates – that’s particularly true when in-market shoppers are researching and browsing online. Prospective buyers and service customers expect timely responses, complete answers to their questions, and quick resolution. Traditional chatbots and outsourced chat agents fall far short, leading to customer frustration and high abandon rates.
Traditional Chat Solutions
Limited intelligence chatbots can’t answer most questions
Singular focus on capturing contact info creates customer frustration
Long delays due to lack of live agent availability
Slow response times drive high abandon rates
Inconsistent agent knowledge and skills lead to a poor customer experience
Creates productivity drag on sales staff forced to rescue conversations and engage with frustrated early-stage shoppers.
Impel’s Chat AI
Immediate and intelligent 24/7 responses
Answers complex vehicle, financing, and service questions
Human-like interactions that drive higher engagement and more showroom appointments
Optimized for the automotive shopper journey and dealership business objectives
Integrates with Sales AI for seamless lead follow-up and appointment scheduling
Increases operational efficiency with more
pre-qualified leads and less human intervention required.
The importance of verticalized Large Language Models.
General-purpose GPT models pose significant challenges for auto dealers and OEMs. From delivering factually inaccurate information and “hallucinations” to limited capabilities for guiding conversations and answering VIN-specific questions, these models simply weren’t designed to meet the unique needs of auto retailers. That’s why we developed Chat AI – the industry-leading chat solution, specifically designed for the automotive retail customer experience. It goes far beyond traditional solutions like live chat, generic open-model chats, or scripted chatbots.
Impel’s Chat AI features a proprietary Optimization Layer that leverages industry-specific language model training and fine-tuning based on more than 200 million automotive shopper interactions conducted over the past 9 years. For an added layer of control, Chat AI offers a full set of customization options that enable individual dealers to set guardrails that support dealership-specific policies and OEM brand standards.
Chat AI Conversation Connect
Don’t wait for customers to visit your dealership website – bring your chat to them! Through Chat AI’s Conversation Connect, your customers can directly access your webchat from any digital channel – social pages, emails, digital ads, ancillary websites, listing sites, and more. With one click, consumers are instantly taken to your dealership’s chat, right on your website. By enabling customers to immediately chat with your dealership from any digital property wherever and whenever they want, you can capture leads and turn interest into action the moment customers are ready to engage.
Automotive integrations that give shoppers what they want
Chat AI’s deep data and system integrations ensure a seamless customer experience and more efficient operational workflows. With direct connections to vehicle inventory feeds, CRM platforms and scheduling systems, Chat AI can answer VIN-specific questions, handle financing and trade-in inquiries, and even book showroom and service appointments – all without the need for outsourced agents or sales team handoffs. And by providing real-time vehicle specs and pricing, inventory availability, financing options, trade-in information, available promotions, appointment scheduling and more, Chat AI delivers everything shoppers expect.
Natural dialogue that engages and converts
Chat AI’s unique conversational capabilities add an engaging and impactful experience to your dealer website:
- Instant humanlike conversational capability that minimizes the need for monitoring or human intervention
- VIN-specific and dealer-specific replies to shopper questions
- Customizable to reflect your dealership’s unique value and offerings
- Handles financing, trade-in and service inquiries
- Guides consumers toward showroom and service appointments
- Proactively alerts start and hands off high-value customers to Sales or Service staff
Step into conversations exactly when customers need you with Chat AI Intelligent Alerts
Real-time notifications ensure your team is ready to step in when Chat AI intelligently recognizes a need for human expertise. Whether handling complex financial discussions, providing vehicle order status, navigating emotionally charged conversations, or simply when a customer wants to speak with a live representative, your staff can seamlessly join live chat conversations with smart, natural transitions from desktop or mobile. Unlike other chat AI tools for the automotive industry, Intelligent Alerts eliminate the need to constantly monitor or manage Chat AI. Dealership staff can stop babysitting webchat or rescuing conversations and focus on high-value activities that drive conversions and retention.
Dynamic merchandising content injected directly into the conversation
Bi-directional integration with Impel’s digital merchandising applications enables Chat AI to deliver more engaging experiences than any other chat solution available today. Powered by first party behavioral data, Chat AI delivers personalized responses and vehicle recommendations based on demonstrated shopper interests. And backed by Impel’s comprehensive OEM content library, Chat AI brings vehicles to life, showcasing value-added features and options directly in the chat conversation. Try that with a traditional chatbot solution!
Dynamic merchandising content injected directly into the conversation
Bi-directional integration with Impel’s digital merchandising applications enables Chat AI to deliver more engaging experiences than any other chat solution available today. Powered by first party behavioral data, Chat AI delivers personalized responses and vehicle recommendations based on demonstrated shopper interests. And backed by Impel’s comprehensive OEM content library, Chat AI brings vehicles to life, showcasing value-added features and options directly in the chat conversation. Try that with a traditional chat solution!
A new standard in customer lifecycle management.
Impel’s end-to-end AI Operating System ensures seamless communication at every touchpoint in the customer lifecycle. Whether it’s browsing and shopping, consideration and purchase, or vehicle servicing and ownership, Impel AI helps dealers deliver a seamless customer experience from the first website visit to the last service appointment (and through to the next vehicle purchase). With our Merchandising, Chat AI, Sales AI, and Service AI applications, dealers can maximize customer lifetime value by engaging and retaining customers in a way that manual processes can’t match. It’s smart automation that drives productivity and efficiency across every department in your dealership.
A smarter web chat solution.
Natural Conversations
Powered by industry-leading AI technology and LLMs for a human-like conversational experience.
Seamless Integration
Works with any website platform and connects directly to all major CRM systems and inventory data feed providers.
Better Results
Optimized for the automotive shopper journey and retailer business objectives.
Customized to Your Dealership
With AI Knowledge Bank, every Chat AI interaction reflects your dealership’s unique value, delivering accurate, up-to-date responses that build trust and keep customers engaged.
Reimagine your chat experience
Deliver rich and relevant shopper conversations that engage, delight, and convert shoppers and customers with Impel’s next-generation web chat solution. Experience for yourself how Chat AI can deliver a customer experience that turns visitors into buyers and buyers into service customers, while increasing staff productivity and efficiency.
