Boosting sales efficiency by 500% in automotive retail with an AI multi-agent assistant

  • Category: Enterprise
  • Industry: Consumer and Retail
  • Service: AI-led new product build
  • Client: Leading auto retail tech company

A leading auto retail tech company partnered with Symphony to launch a GenAI-powered multi-agent assistant that boosted sales rep efficiency by 500%, enabled real-time chat and phone support, and projected $32M in workforce savings. By automating repetitive tasks and surfacing context-aware prompts, the system delivered faster, more personalized car-buying experiences at scale.

Problem

Automotive retailers were heavily dependent on human agents and third-party services to respond to customer inquiries across chat, SMS, phone, and social media. This led to high operating costs and inconsistent customer experiences. Speed and accuracy were critical to conversions, but existing processes were slow, reactive, and not scalable.

Solution

Symphony built an AI-powered, multi-agent API platform that integrates directly into the client's chat and phone systems. The assistant monitors conversations in real time, suggests personalized responses, benchmarks conversations, and guides sales reps with:

  • Previous conversation summaries
  • Real-time vehicle inventory and specs
  • Suggested follow-up questions
  • Dealer-specific prompts and documents
  • Best next steps to close the deal

Technology: The GenAI system uses OpenAI's API with a fallback to Azure AI, maintaining a 95–99% conversation coverage rate. Dealers can configure their own prompt templates and adapt communication styles via an intuitive admin interface.

Under the hood

The platform is structured around a central Orchestrator Agent that dynamically routes queries to specialized agents like Inventory, Technical Specs, Dealer Info, and Scheduling. The system also includes:

  • Real-time transcription and GenAI suggestions for live phone calls
  • Agentic orchestration to simulate natural conversation flow
  • Multi-tenant adaptability with customizable behavior and rules per dealership
  • Admin portal for prompt configuration and performance monitoring

Impact

  • Consistent, high-quality interactions across channels
  • Live across chat and phone systems with full GenAI support
  • 500% - Increase in sales agent efficiency
  • $32M - Projected savings for one of the client's top customers
  • 95-99% - Conversation coverage rate
  • 100% - Live deployment across channels

https://symphony.is/our-impact/case-studies/auto-retail-tech-company