AustraliaProfessional services2024 – ongoingSmartgroup Corporation
AI-enabled multilingual chat support and automated service tools in novated leasing
Smartgroup linked AI chat and automated service tools to a 10% rise in packages per operations employee
Problem
Smartgroup manages salary packaging and novated leases for a growing customer base, with EV demand adding volume. Its operations staff had to handle more packages.
Approach
In 2024 Smartgroup launched AI-enabled multilingual chat support and automated customer service tools. Fleet Auto News reported that these tools, along with other digital changes, contributed to higher output per operations employee.
Results
Takeaway
The 10% gain is a partial credit to the AI tools. The article does not separate their effect from other changes.
Categories
- Industry
- Professional services
- Business function
- Customer serviceProduction and quality
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Press reporting
Sources
Source summaries
Fleet Auto News reported Smartgroup's 2024 results. It says AI-enabled multilingual chat support and automated service tools launched in 2024 and contributed to a 10% rise in packages per operations employee.
Full details are in the original sources.
