Continuing with its efforts to improve the customer experience, Ford Motor Company of Southern Africa (FMCSA) has invested in a new intuitive global online knowledgebase tool namely ‘Ask Ford’. To gain access to the online platform you only need to visit the www.ford.co.za website.
The Ask Ford platform provides customers with a place where they can ask questions pertaining to their vehicles 24 hours a day, seven days a week and receive immediate answers that are retrieved directly from Ford systems, owner’s manuals or Ford websites. Bolstering the accuracy of the answers provided, the Ask Ford portal employs the help from the repository’s artificial intelligence (AI) technology.
The system is further enhanced by utilizing artificial narrow intelligence (ANI) and patented natural language processing capabilities which returns with accurate and relevant answers to a wide variety of questions. Ford dealers and FMCSA’s national Customer Relationship Centre (CRC) staff will also use the intuitive tool to assist customers with the most up-to-date and precise information related to specific queries.
“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. 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,” Neale Hill, Managing Director, FMCSA.
Employing natural language processing, the system will search Ford’s comprehensive Knowledge Repository, owner’s manuals and all Ford official sites to retrieve the most accurate results and feedback regarding any specific query. Furthermore, the system will return with related topics as the system assesses each question as a whole rather than identifying keywords.
For more accurate responses, customers and prospective customers can select a vehicle model and year from the Owner’s Manuals Information tool which will provide the most relevant information related to a specific vehicle. Ask Ford is an intelligent system which will become more accurate in its results based on feedback and star ratings supplied by users. Ultimately the more the system is utilized the better it will become as it learns with every interaction.
