Case Study
A top-tier automotive manufacturer with a nationwide dealer network supports tens of thousands of B2B users across hundreds of dealerships. The organization’s dealer portal struggled with discoverability across complex manuals and process documents. The business sought AI led, natural language access to service, maintenance, customer information, and EV support content.
Key Challenges
- Dealers faced navigation friction across multi-manual content and process steps, slowing down service and support
- Users were burdened with memorizing extensive terminology to locate information, leading to frustration and inefficiency
- Inefficient search lowered productivity and satisfaction, with dealers unable to quickly find answers for customers
Ready to experience?
Talk To ExpertsThe Solution
Transforming Dealer Portals with Conversational AI and Cognitive Search
Conversational AI Search Interface
- Built on Microsoft Azure, natural language queries across large manuals and knowledge bases deliver precise answers instantly
- Context aware responses aligned to user role, intent, and portal section (service/maintenance/EV)
- Continuous learning from user interactions improves answer quality over time
Integration of Business Services
- Unified access to calculators, extended warranties, owner manuals, and infrastructure info within one experience
- Cross linking of related articles and procedures minimizes switching costs.
- Feedback loops route missing or unclear content to owners for rapid curation
Cognitive Search on Cloud
- Azure cognitive search provides enterprise grade AI for scalable, secure retrieval across diverse content types
- Operational analytics track query success rates, dwell time, and deflection
- Governed enrichment (synonyms, taxonomies) sharpens relevance for domain terms
From Static Portals to Intelligent Conversations: Scalable AI for Faster Answers and Digital Transformation
Azure-powered generative AI converts static portals into dialogue driven experiences, shrinking time to answer from minutes to seconds
Cognitive search provides a scalable backbone that adapts to new content domains without rework
The approach sets a repeatable pattern for digital service transformation across functions
Benefits
Seconds level responses for generic and specific queries
~20% uplift in self service and measurable increases in portal adoption
High response accuracy sustained via analytics guided tuning
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