Openbay debuts virtual automotive service provider platform

CAMBRIDGE, Mass. — Online automotive repair services software provider Openbay Inc. has launched an automated, artificially intelligent application designed to serve as a virtual automotive service adviser.

The platform, called Openbay Otis, supports vehicle owners by interacting with automotive aftermarket businesses and dealership service departments. Openbay said the first-of-its-kind, 24/7 service simulates the knowledge and language of an automotive service adviser and can perform tasks usually associated with an automotive services business.

Openbay said Otis understands and responds in natural language by messaging through a communication platform, engaging in conversations that are two-way, private and personalized. The company said Otis understands millions of mechanical services for both import and domestic vehicles, allowing it to answer questions to consumers looking to repair or service their vehicle.

Rob Infantino, founder and CEO of Openbay, said a recent survey of 300 vehicle owners using Otis revealed that 90 percent them "had a positive reaction to having an online conversation with the automotive service business.

"Openbay Otis is industry-changing technology aimed to modernize the way automotive service businesses interact with the behavioral characteristics of the modern-day vehicle owner," he said.

According to Openbay, Otis can:

• Deliver information on several types of vehicles and services offered, in real-time during and after business hours;

• Deliver price estimates for automotive service based on a vehicle year-make-model;

• Allow vehicle owners to book a service appointment at times dictated by the business;

• Deliver automated vehicle recall information;

• Communicate with a consumer based on their platform preference (text, email, phone); and

• Have personalized simultaneous private conversations with consumers.

Citing data provided by Gartner Inc., a global research and advisory firm, OpenBay said 85 percent of consumers will engage with a business absent of human contact by next year, and 60 percent of millenials today choose to interact with businesses via virtual platforms.

According to Openbay, many consumers "expect an instantaneous, personalized connection to their service provider and access to services, specific to their needs," and today's automotive service businesses don't reflect the expectations of younger millennial and Generation Z consumers of 69 million drivers.

Openbay's Otis has provided that, according to Barry Steinberg, CEO of Direct Tire & Auto Service.

"Openbay Otis provides an amazing experience to our website visitors and customers," Mr. Steinberg said. "It streamlines the process of directing client needs from start to finish. Whether it's scheduling, tire pricing or mechanical repair, Otis handles it all."

Bob Lane, vice president operations and general manager of Direct Tire, said appointments have increased across all locations since installing Otis.

"Additionally, Otis is working outside of business hours, handling more than 20 percent of daily inquires reaching a customer segment we would not have otherwise been able to reach," Mr. Lane said.

Joe Panichella, automotive service manager of Boston's Honda Village, said Openbay Otis helped his company increase service appointments booked online and add more millennials to its customer base.

"We attribute the customer growth to Otis' ease of use and how it performs on mobile devices," he said.

Openbay said Otis is being used on automotive service websites and marketing solution providers such as Net Driven, TCS, MechanicNet and Kukui.

The platform is available as a subscription service featuring multiple tiered plans suitable to anything from a single location, multiple locations and an enterprise, Openbay said, each plan has a free trial period.

For more information, visit openbay.com.