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Woman using phone to chat with Nanci, GM Financial's chatbot

Nanci the Chatbot to the Rescue

Chief Experience Officer Bob Beatty explains to Auto News how an AI solution helped so many when the coronavirus pandemic hit.

The COVID-19 pandemic sent the world into a tailspin. Everyday activities, such as paying your car loan or lease, suddenly became an issue. Enter Nanci, the friendly chatbot that helped thousands of customers with their questions and concerns.

Leading industry publication Automotive News recently profiled this solution and its champion, Bob Beatty, our Chief Experience Officer. Bob recounted how the chatbot came to the rescue during the pandemic to get customers the answers they needed while allowing customer service reps - who were getting used to working from home - the time to focus on the situations requiring personalized attention.

The chatbot is a next-generation solution providing customers with a service experience that makes their lives easier. In the article, Bob explained that Nanci provided customers with precise information on how COVID-19 payment deferments worked, enabling them to make sound financial decisions.

GM Financial developed this specialized artificial intelligence-based chatbot in conjunction with IBM’s Watson AI. It was called Nanci because the name was derived from “financial.”

Read the full story here.

 
Taylor Crabtree
By Taylor Crabtree, GM Financial

Taylor Crabtree likes to focus her writing talents on community engagement efforts. On the weekends, you’ll probably find her outside playing tennis or taking her Newfoundland for a car ride.

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