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CarMax Chatbot Proof of Concept
CarMax is the largest used car dealer in the United States. Everyday with massive amount of website traffic, customers who are interested in buying, selling, and financing cars with CarMax have so many different questions about their online and in-store services. In fact, there wasn't a chatbot on its dot com to help alleviate the busy customers call volume.
Project Overview
In the last few weeks of my internship, our team conceptualized a chatbot flow. We learned from the call center that when customers have questions, we are not only just leading them to the right answers, but we also wish to create potential leads to things like buying, selling, or financing a car. From our research, customers may look for help from a different places, and they prefer having a chat available so they can access contextual help 24/7 and immediately without worrying about long waiting line in a call.
We used research tools like Ethn.io and usertesting.com to set up customer interviews, and used wizard of Oz testing with Drift as our platform for the chat language and response learning.
Chat Flow and Prototype Demo for Hold a Car
Within a limited amount of time, we collected chat intent data from Adobe Analystics, and I worked on a Hold A Car flow for the context of shopping for a car on dot com.
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