SAN DIEGO – GM Financial has added phone to the capabilities of its virtual assistant, Nanci, said Michael Beste, senior vice president for reporting and research, during the Auto Finance Innovation Summit on Monday.

GM Financial launched Nanci in late 2019 to digitally handle consumers’ common requests and frequently asked questions. Nanci uses artificial intelligence (AI) and machine learning powered by IBM Watson to review keywords and phrases, and quickly respond to customer messages related to issues such as payment details, auto financing options, title and registration information, and lease assumptions, according to the company.

Nanci processes inquiries across web chat, app messaging, SMS (short messaging service) messaging, Apple business chat, and now also via phone, Beste said.

In March 2021, GM Financial gave the chatbot a voice by implementing technology provider Genesys’ call-center-as-a-service program. The lender introduced Nanci into the telephone interactive voice response channel, GM Financial Executive Vice President and Chief Experience Officer Bob Beatty previously told Auto Finance News.

“The best use of AI is to enhance the agent’s workday,” Beste said at the Summit. “By that, I mean it takes away the routine and mundane and they get to really have the one-on-one conversations that customers need that no robot could possibly provide the right amount of empathy or service.”

When questions become complex or sensitive, Nanci can connect to a customer service rep, according to GM Financial.

Nanci completed about 1.4 million customer interactions in 2020, Beste said, noting the chatbot processed complex inquiries “with empathy.”

“If anyone had a situation where, unfortunately, a relative passed away, she was very empathetic and transferred it as quickly as she could,” he said.

The virtual assistant handles more than half of all customer inquiries, up from 10% to 15% when Nanci first launched in 2019, according to GM Financial.

Editor’s note: This article originally appeared on Bank Automation News’ sister site, Auto Finance News.