United StatesRetail and e-commerce2022 – ongoingAutoNation
AI call scoring for dealership staff coaching
AutoNation used AI to score 100% of inbound conversations for dealership sales coaching
Problem
AutoNation needed to understand how dealership staff handled inbound calls and where callers failed to become appointments. Managers also needed to identify locations that missed calls.
Approach
AutoNation used Invoca to record and transcribe inbound calls, then score conversations with AI against its call-handling criteria. Managers used the scores for coaching, and employees reviewed their own recordings. Dealerships also used call-volume reports to adjust staffing.
Results
Takeaway
Invoca reported fewer missed calls and more conversions after staffing changes, without publishing the size of either improvement.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Marketing and sales
- Innovation type
- Process innovation
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Invoca described AutoNation's use of AI to score all inbound conversations for coaching. It also reported that staffing changes informed by call reports reduced missed calls and increased conversions, without numerical results.
Full details are in the original sources.