Case Study: Davies Group achieves 82% automation and 25% sales uplift with OpenDialog

Davies Group Increases Automation Success And Sales Uplift With OpenDialog

Vehicle Replacement Group (VRG), part of the Davies Group, offers vehicle replacement services for insurers. Their existing chatbot had reached a plateau in automating the process of arranging hired vehicle collections, as it could not handle the varied and complex responses from policyholders. This lack of automation led to inefficient referrals to a call center. VRG partnered with OpenDialog to implement a more efficient conversational AI platform to overcome this challenge.

OpenDialog developed an AI-powered digital assistant that uses natural language understanding to automate the collection process. The solution can interpret complex customer reasons for not being ready and suggest appropriate alternatives, such as arranging a different collection address or offering a hire extension. This allowed OpenDialog to automate 82% of all interactions, saving the cost of two full-time employees. Additionally, the new ability to offer paid hire extensions led to a 25% uplift in sales for VRG.

Vehicle Replacement Group

Anthony Fletcher

Chief Operating Officer