Ford Motor Company of Southern Africa (FMCSA) has introduced ‘Ask Ford’ – an intuitive online knowledge base tool for customers.
Located on the Ford Web site, the Ask Ford self-service tool was introduced as part of the vehicle manufacturer’s ongoing investment to improve the customer experience, according to a statement.
Available 24 hours a day, seven days a week, the chatbot-like intelligent system uses artificial intelligence technology to search for the best responses for customers’ questions and provides immediate answers that are retrieved from Ford systems owner’s manuals or Ford Web sites.
The service, which has been available globally for a while, also incorporates the use of artificial narrow intelligence and patented natural language processing capabilities to ensure accurate, relevant answers to a wide variety of questions, according to Ford.
“Ask Ford is a proven global knowledge base tool for customers, dealers and Ford staff, and is already used in over 25 Ford markets globally serving several languages,” says Neale Hill, managing director of FMCSA.
“We are excited to be introducing Ask Ford to the South African market, as it significantly enhances our ability to instantly provide accurate and detailed information for our customers.”
Chatbots are revolutionising the automobile industry by designing a conversational experience with customers, helping vehicle shoppers to find their ideal match and enabling dealerships to understand customer demand for specific models.
Ask Ford also has channels designed to support Ford dealers and FMCSA’s national customer relationship centre staff, assisting them in obtaining up-to-date information related to specific customer queries.
According to Ford, users can get mode-specific info by selecting the vehicle model and year from the owner manual’s information tool, clicking search and it will provide the most relevant information related to a specific vehicle.
Should a suitable answer not have been found on the preceding steps, the system will use the Web crawler function, which will provide links to all official Ford sites that could help with the query.
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