AI car assistant personalizing service across every channel

Ford keeps millions of drivers on the road. Before Hoop, service advisors jumped between chat systems, dealer CRMs, and spreadsheets just to answer simple questions. Now every inquiry'from warranty checks to upgrade requests'moves through one AI-assisted workspace that recognises each vehicle the moment the VIN appears.

• 43% routine questions resolved end-to-end by Ford's branded assistant.
• First response under 60 seconds, down from nearly a full day.
• +12% CSAT with every branch sharing the same conversation timeline.
• ~70% fewer follow-up calls after approvals and payments moved into chat.

Unifying conversations before the call begins

Drivers connect through web chat, WhatsApp, dealer apps, and showroom walk-ins. Omnichannel Customer Service keeps every touchpoint in one record, while AI Agents greet the driver, confirm identity, and surface the right policy without anyone waiting on hold.

When a conversation needs a human, advisors already see previous repairs, current campaigns, and promised callbacks. That single timeline slashes handle time and removes the repeat-yourself moments that used to frustrate customers.

Every intake now covers three essentials automatically:

• VIN intelligence: AI Guided Selling and service histories attach the right specs, accessories, and recalls to each chat.
• Channel continuity: Conversations continue even if a driver switches from chat to phone because the assistant and advisor share the same timeline.
• Instant actions: Meeting Scheduler books appointments on the fly, and Commerce Tools handles deposits and approvals without leaving the thread.

Automating the service-to-sales loop

Once Ford Assistant captures the driver's need, the same workspace keeps the journey moving. Quotes, service status, and payment links stay inside Shared Inbox, while Project Management pushes tasks to engineers, parts, and delivery teams automatically.

The operations team tracks every case through a lightweight playbook that everyone understands at a glance.

Coaching every advisor in weeks, not months

Launching Ford Assistant across regions meant coaching thousands of advisors quickly. Knowledge Base centralises playbooks, scripts, and compliance updates, while Workflows assign scenario training and track completion automatically.

Supervisors shadow live conversations inside Shared Inbox and use Service Analytics to spot where escalation rules or macros need a tweak. That combination keeps tone and policy use consistent whether the driver reaches Cairo, Riyadh, or Dubai.

The enablement program now follows three pillars:

• Simulation first: AI Assistants generate practice chats with real policies so new hires gain confidence before they go live.
• Live feedback loops: Service Agent tags tricky threads for team leads, who respond without breaking the flow.
• Continuous refresh: Marketing Automation pushes weekly highlights and micro-lessons directly to advisor inboxes.

Keeping dealers and headquarters aligned

Every morning, regional leaders review dashboards that combine service performance, sales opportunities, and campaign sentiment. Data Studio and Marketing Analytics highlight trends, while Workflows keep follow-ups accountable.

The command center huddles around backlog, customer sentiment, and upsell pipeline before doors open, so field teams and HQ pull in the same direction.

Measuring every interaction with evidence

Because billing, satisfaction, and telemetry live inside the same story, Ford can see the ripple effects of every change. Commerce Tools tracks campaign revenue, while Service Analytics reveals which journeys create repeat visits. Finance overlays those insights with Data Studio to forecast resourcing with confidence.

Teams no longer debate whose numbers are right'the same dashboards fuel weekly stand-ups, regional reviews, and product retros.

The measurement framework keeps everyone honest:

• Segment performance: Compare results by vehicle line, geography, and channel without exporting spreadsheets.
• Quality loops: Service Agent flags low-sentiment threads for leadership, triggering instant retraining.
• Forecast accuracy: Marketing Analytics and Project Management align capacity planning with upcoming campaigns.

How Ford uses Hoop day to day

With AI doing the heavy lifting, Ford's teams stay focused on human moments that build loyalty. The playbook spans four motions:

• Product-led experiences: Marketing Automation keeps owners informed about new features and campaigns.
• Service excellence: Service Agent and Shared Inbox ensure every fix stays on track.
• Sales uplift: AI Guided Selling surfaces upgrade opportunities in the same conversation.
• Forecasting and renewal: Commerce Tools and Data Studio keep revenue and retention signals live.

Celebrating loyalty wins together

Ford's leadership closes each quarter by reviewing loyalty lift, referral growth, and accessory sales'all backed by the same assistant-driven timeline. Venues share best plays instantly, and the command center turns hero stories into the next wave of campaigns.