Car Wars automatically assigns calls to sales agents through artificial intelligence

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The company is breaking ground in call tracking technology with voice recognition machine learning and human intelligence to drive staff improvement and accountability.

Car Wars’ latest technological development uses voice recognition to optimize staff reporting and drive phone accountability. This voice recognition instantly attributes phone calls to the phone handler without requiring any additional action from the handler.

This functionality shifts the mentality surrounding call claiming in dealerships. Most agents refuse to enter phone codes to claim calls, and it’s a stretch to ask the receptionist or manager to assign everyone’s calls. Without all calls assigned, staff reporting becomes less valuable.

Car Wars’ innovative update solves these frustrations by eliminating phone code dependency and the need for manual lead assignment in CRM; voice recognition makes the assignment automatic.

Machine learning powers voice recognition using pitch, tone, and cadence. This enables Car Wars to quickly identify the speaker on the agent’s side of the conversation and match it to a model from a dealership’s staff list. To narrow down the list of possible matches, the machine learning process uses other data points from Car Wars’ database. These data points include agent gender, agent handling history, agent active status during the time of the call, agent department/classification, and name-based keyword detection.

If the machine learning process identifies more than one possible agent, Car Wars pushes the call to human reviewers for a final determination. The decision is simple for a human reviewer since the machine learning serves a narrowed down list of potential agents. The use of human confirmation allows Car Wars to demand the highest confidence level from the machine learning process.

“We see how blind managers are to knowing who handles every incoming appointment opportunity on the phone,” said Mike Haeg, Vice President of Automotive. “We also know the huge return on motivated performance when agents are held accountable to phone success. That’s why we are so excited about using voice recognition; it automates this reliable accountability in reporting alone, without managers having to do extra legwork.”

Voice recognition adds an unprecedented layer of staff accountability. For Car Wars users, staff activity scoreboards now automatically generate comprehensive call data. This provides deeper insight into each sales agent’s phone handling performance.

“We’ve always had the data, but now with voice recognition, we can ensure our reporting immediately provides the most enriched snapshot of phone performance across the board. Better yet, this functionality will only continue to grow increasingly intelligent over time to keep us moving forward in simplifying and optimizing phone management,” said Cassie Broemmer, Executive Vice President of Business Development.

Voice recognition is just one of numerous Car Wars advancements that uses artificial intelligence to help dealers become CRISP on every call. This suite of artificial intelligence solutions is called Cari. Cari is a specialized phone expert and the best employee your dealership will ever hire. She uses artificial intelligence to streamline call reviewing flow and maximize routing.

Cari is revamping the way calls are routed by sending fresh phone ups to the top sales agent and repeat callers to the agent he or she spoke with previously. Once the call reaches the correct agent, Cari recognizes who answered and presents him or her with helpful information about the caller. With voice recognition, she even assigns the right owner to the call.

Cari enhances the customer service experience and accelerates the sales process, revolutionizing the automotive industry.

About Car Wars

Car Wars' trained human reviewers listen to and categorize every inbound and outbound call at the dealership. This data provides managers insight into how every call is handled, alerts them when an opportunity needs attention, and actively improves phone performance in sales and service.

Car Wars uses competition and transparent accountability to create a high-powered phone culture that converts more phone calls into booked appointments.

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Mike Haeg
Car Wars
+1 (214) 613-1170
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