Using Botmaker, Ford converses with users through different flows that respond to the customer's journey, from the search for information to the quote on the use of the product.

Specifically, in the car quotation automation project, a geolocation system was integrated into the flow and the transfer of conversations to agents in all channels through Botmaker in order to provide a better service. It is also integrated with Ford's various systems and databases to provide the user with a complete experience, with access to, for example, installment plans, subscriptions, vehicle information, etc.

As it is a hybrid chat, the conversation is led by the bot but gives the user the opportunity to be referred to different customer services (Customer Care Center, Oval Plan, Sales - Lead Generation).