CarMoney and Noda Voicebot in the СХ WORLD AWARDS short list

CarMoney, a car finance lending company, has made it into the finals of СХ WORLD AWARDS 2020/2021 in the Digital CX nomination. The project of customer experience transformation included a voicebot for processing outbound calls and validating loan applications, which operates on the Noda Erudite AI platform.

The substitution of IVR announcements with a voicebot capable of processing free variation speech has made communication convenient and helpful for the customers. After the bot had been launched, the number of calls with customers hanging up within the first few seconds of the conversation dropped significantly. The amount of calls when the customer showed interest in the loan and agreed to discuss the details with a live agent, grew from 0.1-0.4 % to 1.3 %.

This boost in reachability helped to triple the number of potential customers ready to consider a loan. Besides, when the bot took on most of the cold contacts, it relieved live contact center agents of a heavy emotional burden.

Together with implementing a voicebot, CarMoney upgraded its mobile application. As a result, in 2020 the share of loans obtained via the mobile app doubled, exceeding 1.5 billion rubles. The second round of СХ WORLD AWARDS 2021 will take place from March 11 to April 3, when the finalists will present their essays online. The winners of the 2020/2021 season will be announced on April 21.

The AI Noda Erudite platform offers a means to create voicebots and chatbots of any level of complexity. The platform's interface allows to go through all stages of launching a bot: you can prepare and mark up training data, teach the bot to determine the customer's intention and extract facts from their speech, gather service scripts, all this without any coding skills. Moreover, the solution features tools that help users independently manage the bot after it has been launched, monitor service quality and upgrade the skills of their virtual employee.

Overview:

CarMoney is a secured car loans financial service. The company was founded in 2016 and today is one of the leaders in secured loans with 1,900 partner offices in 68 Russian regions. With its headquarters situated in Moscow, in 2019 CarMoney opened an office in Saint Petersburg and expanded its regional presence in the Far East, Irkutsk, Chita and other Russian towns and cities. Since day one, CarMoney has granted 46,400 loans totalling 10.8 billion rubles (as of March 1, 2020).



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