Case Study: Edmunds improves customer experience with EPAM chatbot innovation

Chatbots Hackathon Generating Solutions for a New Breed of Customer Experience

Edmunds, a leading U.S. automobile information resource, wanted to enhance its customer experience by integrating chatbot technology to automate client interactions, maintain user engagement, and help buyers find the right car information. To generate innovative solutions for this challenge, they partnered with long-time technology vendor EPAM Systems to host a dedicated hackathon.

EPAM Systems organized and ran a two-day hackathon that brought together teams of developers and designers to create chatbot prototypes for Edmunds. The event yielded over a dozen new concepts, including a winning bot that explains complex car leasing terms. As a result, Edmunds gained numerous actionable ideas and working prototypes, with several solutions poised for implementation to provide a competitive advantage and advance their digital customer experience.

Edmunds

Phillip Potloff

Chief Digital Officer