Rise To Be Future-Ready | 37 MAHINDRA & MAHINDRA LTD. 1.2 Elevating Customer Experiences with GenAI and Personalisation: Vehicle GPT: Intelligence on Wheels for XUV700 Customers Launched on 11th November, 2024, within the Mahindra “For You” app, Vehicle GPT offers XUV700 customers real-time, voice-enabled, personalised support beyond standard FAQs, reinforcing our vision of connected, responsive mobility. Highlights: • 25,000+ queries answered since launch. • Reduced wait times and enhanced customer satisfaction. Virtual Voice Agents: Intelligent Conversations That Convert AI-powered virtual agents streamline test drive bookings, enabling natural voice-based conversations 24X7. This allows sales teams to focus on high-value engagements. Advantages: 24X7 availability, high-volume scalability, accurate information delivery. AI-Powered Resort Recommendations at Club Mahindra MHRIL implemented an advanced Resort Recommendation Engine powered by AWS Personalise. Integrated across Club Mahindra's digital platforms, it offers tailored resort suggestions based on member behaviour and preferences. Key Highlights: Dynamic personalisation, enhanced engagement, higher satisfaction. Mahindra Finance Super Bot: AI-Powered Customer Engagement at Scale Launched in December 2024, the Super Bot offers real-time, personalised support across digital channels for Mahindra Finance customers, facilitating loan applications, payments, and service inquiries in multiple languages. Key Impact Metrics (within 4 months): • Available in 4 languages. • Over 69,000 users and 8,000 leads generated. • Over 3.5 Million messages exchanged with 97.6% response accuracy. 1.3 Unifying Customer and Employee Journeys: Unified Service Booking: Omnichannel Simplicity Our enhanced Omni Channel Service Booking solution (web, app, call centre, in-person) provides customers seamless service booking. Results Delivered: • 46% increase in monthly service bookings Transition to Salesforce Commerce Cloud Platform Mahindra’s automotive website (auto.mahindra.com)
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