Automotive customer engagement with AI search agents
Delivering customer service at the speed of today’s expectations is not optional anymore. See how a leading automotive retailer restructured its e-commerce search and customer support by implementing a conversational AI agent on WhatsApp and achieved response times as fast as 3 seconds, enabling round-the-clock product search, fitment checks, and order placement.
Download the full case study for architecture diagrams, implementation methodology, and technical specifications.
Why AI-powered search and support?
Traditional support channels encounter challenges such as high volumes, slow response times, and customer dissatisfaction. However, with conversational AI-powered agents, every product inquiry and support request is handled instantly, accurately, and at scale. AI search and conversational AI together deliver a seamless experience, allowing users to discover and purchase products through their preferred channel whenever they need them.
AI for customer service that scales
When customers couldn’t find the right parts quickly, and systems couldn’t scale to meet the rising demand, Grid Dynamics delivered a solution that transformed search and engagement. The product catalog was modernized with ACES/PIES standards for seamless vendor integration, eliminating manual fitment maintenance and increasing catalog capacity by 250%, from 14M to 40M products.
GenAI search on WhatsApp: Search, ask, buy
The foundation enabled a breakthrough GenAI-powered WhatsApp solution, allowing customers to search for auto parts using text, images, or voice messages and complete purchases without leaving the app.
Powered by LangGraph and Gemini 2.5, the AI WhatsApp AI agent delivers:
- Visual search via image recognition
- Voice message support for hands-free interaction
- Real-time access to 500,000+ SKUs with pricing and availability
- Dynamic vehicle questionnaires for accurate fitment
- Order placement and customer service requests in 3-5 seconds (95% faster than manual)
Measurable business impact
- 24/7 automated support across English, Spanish, and Portuguese
- 1000+ stores, scalable conversation volume
- 6,700+ locations unified under one search architecture
- B2B & B2C customers served through omnichannel integration
Store managers are now freed from constant message monitoring, while analytics provide visibility into demand by store, hub, and region.
Trusted by industry leaders
“Grid Dynamics has been an invaluable partner… Their expertise and innovation make them a trusted partner in our AI journey.” —Sr. Engineering Director
Recognized as Supplier of the Year at the 2025 IT Supplier Summit.
See how AI is optimizing customer service in retail
Learn how scalable, AI-powered MXP, conversational customer engagement, and AI search redefine operational efficiency and customer loyalty. See the full journey from challenge to transformation, with concrete results and explore the architecture, technologies, and implementation plan behind this AI success story.
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