AFTER the first 18-months of its AI Assistant, Alphabet (GB) says the top three categories for questions asked are contract information, mileage & usage, and fleet overview.
Active in 12 Alphabet markets – the largest of which are the UK, Spain, and Germany – the AI Assistant is part of the Fleet Reporting tool used by fleet managers and decision-makers. Since the first full month of reporting in November 2024 close to 10,000 questions have been asked across the dozen markets.
The AI Assistant operates in nine different European languages including two versions of English and two versions of Dutch.
‘Which contracts will end in the next six months?‘ is one of the most frequently asked English question from a list of pre-scripted prompts available to fleet managers using the interactive tool.
Another popular pre-defined question included, ‘Give me an overview of powertrains in my fleet?’ Users also readily asked the AI Assistant, ‘How many petrol vehicles are in my fleet?’ and ‘How many contracts end in Q1 2026?’.
The data shows customers typically ask only one or two questions per session, although there are always exceptions. One UK-based user logged 65 questions in one session. Average response time is less than 10 seconds, which is in line with the defined performance expectations of the tool. It has been developed in-house by BMW Group, Alphabet (GB)’s parent company.
Tori Reynolds, Digital Product Owner for Alphabet (GB), commented: “Customers initially tend to use the AI Assistant for simple informational queries such as checking order status or fleet information. Over time, as their familiarity and trust in the tool increases, their usage evolves and they begin to ask more complex and business-oriented questions, including those related to fleet performance and optimisation. This progression indicates a shift from basic usage towards leveraging the AI Assistant as a tool to support decision-making and business problem-solving.”
The AI Assistant has been enhanced over the 18 months it’s been live, based on questions asked, patterns of use observed, and customer feedback. Upgrades have included improvements to the product itself, and the business processes behind it. For example, the addition of market-specific language such as ‘MoT’ – which is unique to the UK – has improved the user experience.
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