Harnessing virtual assistants: a game-changer in automotive and e-commerce

The US retail sector supports 52 million jobs that generated a staggering $7.1 trillion in total sales in 2022, according to Statista.com. E-commerce sales during the same period accounted for approximately 13.3 per cent of the total, or $944 billion. The automotive parts and service sector has grown by almost 30 per cent over the past five years, according to Statista.com, totaling almost $500 billion in revenue in 2022. This segment, however, remains among the lowest in terms of e-commerce adoption at 2 per cent of total revenue, according to public annual reports. It presents an untapped opportunity for automation innovation and efficiency, particularly in the form of automated virtual assistants (VA) to augment traditional GUI e-commerce. 

The current state of e-commerce in the US retail automotive industry illustrates a clear opportunity for digital progression. The sector largely consists of small independent business shops or jobbers, with 98 per cent employing fewer than 50 workers and carrying big aftermarket auto part brands as well as automotive dealerships. For these companies, virtual assistants are a pragmatic option to improve customer service and operational efficiency, reducing time for inbound scheduling and status phone calls that takes techs off the floor.

Seasonal purchases based on weather and road conditions represent 20 per cent of annual sales, where businesses must optimise employee productivity and prioritise in-store service activity. This is especially apparent with large corporate stores in the after-market auto parts retail sales. One national automotive parts dealer, which handles 2.5 million calls weekly at the store level, reports that 70 per cent of all calls focus on in-store parts availability and pricing, accounting for 3.8 million man-hours and $58 million per year. This exemplifies the challenges of extended call times and insufficient in-store assistance. Virtual assistants are perfectly suited to address this issue, potentially saving $23 million in labour costs, increasing e-commerce sales and improving in-store customer service. 

Virtual assistants (VAs) are crucial in omnichannel communications and represent a particularly great opportunity for the automotive service industry, where they can boost agent and employee productivity by being employed in first-line support, scheduling and frequently asked questions (FAQs). This shift is necessary as data reveals 78 per cent of shoppers abandon their carts if they can’t find what they need within five minutes, indicating potential revenue and brand losses. Even brick-and-mortar shops can lose out to the shop down the road because of a busy signal, or a new employee unfamiliar with the in-shop inventory software. VAs address this by supporting customers and employees alike in various e-commerce tasks, enhancing user experience and driving revenue through service retention.

The spitch.ai platform offers immediate and long-term benefits with its comprehensive VA solution. Its low-code/no-code framework ensures swift integration and operational gains, alongside an accuracy rate in voice AI assistants for e-commerce of more than 90 per cent. Beyond immediate problem-solving, spitch.ai promises cost savings, revenue growth and seamless integration for businesses, paving the way for innovation and new marketplace ventures. Additionally, spitch.ai offers OOTB integrations to most CRM, shop management, e-commerce and marketing software platforms, further adding automation value by connecting to back-end systems. 

Virtual assistants in retail and automotive represent an essential opportunity for boosting productivity, reducing call times and maximising on-site work, allowing employees to focus their time and energy on the customers in front of them. They offer more than just cost savings, significantly enhancing customer experience, driving revenue and solidifying brand presence. Spitch.ai guides US commerce managers and business professionals through digital transformation, ensuring their businesses thrive.

By Josef Novak, Chief Innovation Officer, Spitch