Australia – Hyundai in Australia has partnered with creative agency Orchard to enhance its customer engagement on Facebook. The new tech developed by the agency is an AI smart assistant keyword recognition on the brand’s posts on Facebook.
The new Facebook chatbot is customer experience and smart execution rolled into two key user journeys. Its direct to Messenger feature focuses on helping users discover the Hyundai vehicle they may be interested in and providing a direct line of contact with customer care through phone support or via the enquiry process.
In addition to this, when users comment on a Facebook post with specific questions, the AI capabilities of the chatbot are able to harness the power of keywords and respond in real-time. The keywords trigger the Hyundai Smart Assistant, inviting customers to discover valuable information about the model or post.
Furthermore, Orchard has implemented an auto-comment response on Facebook posts, which allows the public to see when other users’ comments have been acknowledged by Hyundai.
Kevin Goult, Hyundai’s director of marketing for Australia, shared that conversational UI is redefining community management, and they wanted to extend Hyundai’s offering by providing customers with a helpful experience on social channels.
“We are confident the Facebook chatbot created by Orchard will deliver a higher level of customer satisfaction and engagement with Hyundai,” said Goult.
The new feature is an Australian automotive first for community management, which aims to assist current and prospective Hyundai owners to interactively find information about vehicles while on Facebook.
Meanwhile, Andrew Killey, Orchard’s practice lead, noted, “Customers love the convenience and can become easily frustrated by having to wait online for answers. We wanted to create a seamless UI experience that engages users with Hyundai right from the start of the customer journey until the very end.”
Paul Balbo, the client partner at Facebook Australia, commented, “We are confident that this Messenger project will help Hyundai increase customer satisfaction, lower costs and ultimately drive sales.”
Just recently, Hyundai has unveiled its newest ‘Tomorrow wants its car back’ campaign for its all-new car model, ‘Hyundai Tucson’. It features the car’s futuristic look with the appearance of robots coming from the future to steal back what is rightfully theirs from 2021.