Chevrolet: bolt ev & euv ai ambassador

PRODUCT BACKGROUND

Our journey started with an ask to rethink and reinvent the autoshow.

And it became an opportunity to remove the limitations of time, location and scale through digital experiences.

INSIGHT & Strategy

What if we created an industry first by humanizing AI (artificial intelligence) through revolutionizing HCI (human computer interaction)?

Voice is the most natural way for consumers to interact and access the information and content they want to consume.

The popularity and audience for voice continues to grow with 147M Smart Speakers sold globally in 2021 (70% YoY).

As voice continues to evolve, it will become central to our increasingly digital lives.

In this case, we are going beyond a voice, we are giving the voice a face by leveraging Unreal Engine 5 Metahuman technology.

people love a human interaction - they just don’t always love interacting with a human.

INTRODUCING CHEVROLET’S MOST ADVANCED PRODUCT SPECIALIST

So much more than just a chat bot, what about a first of its kind, cutting edge initiative - a hyper-real digital ambassador who could be anywhere at anytime?

Not just a singular project, but a product pilot to eventually support all of General Motor’s brands and vehicles.

We decided to develop a personalized AI Metahuman experience to assist customers in their EV shopping journey.

  • A 24/7 experience, built to capture qualified leads at scale

  • Launched and built for Chevrolet’s most innovative, latest products - the Bolt EV & EUV

  • Hyper-personalized from the initial meeting

  • Optimizing existing and new content about commonly asked topics regarding EVs and the Bolt EV/EUV

  • Product comparisons and content in an instant

  • Exploring the vehicles and all their features in a virtual environment

  • Learning and growing over time

We called her EVE.

product goals

The goal of this Pilot was to gain foundational learning of an AI-enabled Metahuman customer experience performance.

As an industry-first, we could not rely on previous digital engagement benchmarks. Therefore, we needed to measure everything ourselves.

  • The technology - hosting and fidelity, conversational chat flow AI, etc.

  • The customer engagement experience - quantity, quality, consumer flow/journey, and most importantly - the gaps, so we can keep on learning

  • Customer satisfaction - was the experience delivering the designed customer experience goals?

STANDARD METRICS

The EVE Pilot launched June 2022. Access to EVE was controlled during the Pilot to optimize and gather important data to optimize the experience.

  • June 2022: 10% of total v

  • September 2022: 35%

  • October 2022: 100%

RESULTS

The results are derived from three separate areas:

  1. Standard Adobe Analytics through site tagging

  2. Chat logic AI analytics

  3. Consumer Exit Surveys

1,000+ sessions with an 86% Q&A success rate.

Increase in Chevrolet and GM brand perception (+ more innovative and more future-forward for me).

>80% of users said they would return and re-engage with the experience again.

Average duration of session is over 10 minutes.

ONGOING AI & ML ASSESSMENT