Case Study: Leading Automaking Company achieves 2× customer engagement and 35% faster responses with Interactions

Automaker Engages with 2x More Customers Using Auto-Suggest AI

Leading Automaking Company needed to cut through social media clutter and engage shoppers the moment they were ready to buy: with buyers completing roughly 70% of the purchase journey online, the automaker’s large social team still struggled to efficiently identify leads and respond in near real time. To address this, the company deployed Interactions’ Digital Roots social media engagement platform.

Interactions implemented Digital Roots’ smart moderation AI to classify posts and label engagement opportunities in real time, and added an NLP-powered auto-suggest feature that composes responses, learns from agents, and adapts to brand voice. The results: agents engaged twice as many customers per hour, response times improved by 35%, and manual response composition fell from 216 to 143 minutes per day, boosting agent productivity and the quality of customer conversations.