Carvana, the digital used vehicle marketplace, is teaming up with, Propel.AI, an artificial intelligence platform, to help the retailer with their customer support efforts according to a recent announced made at the Auto Finance Sales and Marketing Summit by the Vice President of Strategy, Christina Keiser.
Propel.AI, which Carvana bought last year, is in the early stages of testing. “We think the human touch is important,” Keiser said. “[But we also want] the automated support channels [to be] so compelling that the customer may not reach a human, except when that touch really drives [the customer] experience forward.”
Carvana was engaged in a “healthy dialogue” for a few months before closing the transaction, Keiser noted. Once the deal was solidified, the online used car retailer and lender brought the new team to see its internal customer service operations.
“We think it’s really important that every choice we make with AI really reflects the way our customers naturally choose to interact with us,” Keiser said.
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