AI-Powered Live Chat
In the automotive industry, speed and service win leads. I led design for Podium’s live chat offering—enabling real-time, AI-powered conversations that layered seamlessly onto the existing text-based platform and Webchat infrastructure. The result was a uniquely integrated experience that preserved Podium’s SMS strengths, elevated the traditional live chat experience, and unlocked new value for auto dealers, OEM partners, and beyond.
“When you ask for personal info right away, most people won’t give it. But if you build a little trust first, they usually will.”
– Auto dealer, Podium customer
“The AI does a good job at building rapport and a connection…”
– Auto dealer, Podium customer
Highlights
Preserved 7-digit OEM revenue
Met critical partner deadlines with a rapid alpha launch. The release kept Podium eligible for key programs and prevented churn from high-value dealership groups.
Expanded platform for real-time engagement
Brought synchronous live chat into Podium’s SMS-first system, without breaking flows or fragmenting the experience.
Enabled conversion via smart transitions
Let visitors effortlessly move from live chat to SMS without breaking context, supporting lead capture while adapting to user intent and behavior.