United StatesTechnology and telecom2026 – ongoingCars.com
Otto, a generative AI assistant for dealer support
Cars.com's Otto assistant resolved 90% of dealer queries without staff
Problem
As the Cars.com dealer network grew, dealers sent more questions about their listings and asked for clarifications. Support call volume rose with it.
Approach
Cars.com worked with Avaamo to build Otto, a generative AI assistant that answers dealer inquiries and listing questions. Avaamo's conversational analytics also flagged scams and fraud in specific regions.
Results
Takeaway
A narrow assistant aimed at one audience, dealers, handled most of its queries. The figures come from the vendor.
Categories
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Avaamo's customer story describes Otto, built for Cars.com to handle dealer inquiries and listing questions. It reports that 90% of dealer queries were automated and resolved, with more than 42,000 queries handled for about 12,000 unique users.
Full details are in the original sources.