JSW MG Motor India, Google Cloud Launch AI Chatbots to Enhance Customer Experience

JSW MG Motor India, in partnership with Google Cloud India, has unveiled two generative AI-powered chatbots, Avira and Vir, designed to enhance customer interactions and streamline services. Developed using Google Cloud’s PaLM 2 technology and Riafy’s AI expertise, these chatbots represent a significant leap forward in digital customer engagement for the automotive industry.

JSW MG Motor India is the first car manufacturer in the country to leverage this advanced AI technology for customer service. Avira and Vir are accessible across multiple platforms, including the MG website, WhatsApp, EVPEDIA website, and EVPEDIA WhatsApp, offering a seamless user experience across various touchpoints. The company sees this development as part of a broader AI initiative to boost customer satisfaction, operational efficiency, and sales.

“These chatbots mark a significant milestone in our journey to enhance consumer experience,” said Satinder Singh Bajwa, Chief Commercial Officer at JSW MG Motor India. “By leveraging AI, we are able to redefine customer engagement and operational excellence.”

The chatbots are designed to provide real-time, personalised support through natural conversations. With multilingual capabilities, they can communicate effectively across a range of languages and adapt to customer preferences over time. This AI-driven personalisation allows the system to tailor responses based on the customer’s interaction history, thus building trust and improving satisfaction.

Bikram Singh Bedi, Vice President and Country MD of Google Cloud India, expressed enthusiasm about the collaboration. “We are excited to partner with JSW MG Motor India as they reimagine their consumer experience using our AI platform,” he said.

Enhancing Customer Interaction

Avira is focused on enhancing the car-buying experience, offering interactive and personalised assistance for potential customers. It helps users navigate the car selection process, answering inquiries about JSW MG cars with human-like interactions to make the journey more seamless and engaging.

Vir, on the other hand, serves as an expert on electric vehicles (EVs). It provides detailed insights and educates users on the latest trends in the EV market. Accessible through the EVPEDIA platform, Vir helps customers make informed decisions about electric cars, empowering them with comprehensive knowledge.

This AI-driven innovation underscores JSW MG Motor India’s commitment to using technology to improve customer experience. The introduction of Avira and Vir builds on other tech-first initiatives such as MG Xpert, MG Epay, and MGVerse, further solidifying the company’s position as a leader in customer-centric innovation.

Automotive and AI

This collaboration is not the first of a major car manufacturer and big tech giant as many players are looking to bring AI and cloud capabilities in their vehicles.

Earlier this year, Volkswagen integrated ChatGPT into its infotainment system across its vehicle lineup, including models like the Tiguan, Passat, Golf, and its ID family of electric vehicles. The voice assistant enhances the in-car experience by offering features such as controlling infotainment, navigation, air conditioning, and answering general knowledge questions.

Other automakers are also embracing AI-powered assistants. At CES 2024, Mercedes-Benz unveiled its MBUX Virtual Assistant, based on MB.OS, which offers empathetic, natural responses with four emotional tones. Additionally, Mercedes-Benz had beta-tested ChatGPT last year for voice assistance, enabling drivers to engage in various conversations while staying focused on the road. 

Similarly, BMW had collaborated with Amazon to introduce an LLM-powered Alexa, offering a more intuitive way to interact with the vehicle and perform tasks.

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