Connecting Intelligent Chatbots Across Major Social Networks and Client Websites

A global leader in the automotive sector, aimed to enhance its digital customer experience by integrating artificial intelligence and conversational automation to create a more seamless and efficient journey.

In collaboration with Blip and Meta, we developed a strategic conversational experience using Click to WhatsApp ads to connect customers directly with an intelligent digital assistant. The goal was to transform generic interactions into personalized journeys, ensuring high-quality UX, optimized customer engagement flows, and increased conversion rates.

Conversational Design Strategy

User-Centered Conversational UX

To ensure natural and efficient interactions, the chatbot was designed following principles of UX Writing, Conversational Design, and Information Architecture. We mapped user pain points, intentions, and behaviors to create intelligent and assertive conversational flows, providing:

• A humanized and adaptable tone of voice based on customer context.

• Guided and assisted flows, reducing friction in interactions.

• Multimodal interaction, combining text, buttons, and images.

This approach made communication clear and accessible, allowing Stellantis customers to schedule test drives, locate dealerships, and access vehicle catalogs directly through WhatsApp.

Scalable Product & System Architecture

To support high interaction volumes and ensure a seamless experience, we upgraded the chatbot's architecture, optimizing its response capacity and reducing interaction time.

• Scalable and flexible architecture, ensuring high performance and reduced response times.

• Optimized data flows, allowing integration with Stellantis' systems for real-time information retrieval.

• Continuous evolution through data analysis, enabling constant improvements to the experience.

• This robust architecture resulted in faster and more precise interactions, reducing wait times and increasing user satisfaction.

Data-Driven Insights & Impact

Real-time data collection enabled a deep analysis of the user journey, identifying patterns and optimization opportunities. With this, we refined conversational flows and adjusted engagement strategies to maximize results.

Key Results:

📈 50% of Stellantis’ digital sales were conducted via WhatsApp, consolidating the channel as essential in the customer journey.

🎯 45% increase in lead conversion, improving the qualification of users engaging with the chatbot.

💰 50% lower Cost Per Acquisition (CPA) compared to other channels, making WhatsApp a high-impact, low-cost strategy.

🔍 15% of website-generated leads originated on WhatsApp, demonstrating the importance of conversational experiences in the sales funnel.

The insights collected allowed for continuous refinements, making the chatbot increasingly efficient and assertive, evolving based on user behavior.

Continuous Innovation & Expansion

Using a Design Thinking methodology, we applied a continuous learning and iteration cycle to evolve the user experience. Data analysis, combined with A/B testing, ensured that every improvement was validated and strategically implemented.

This project not only strengthened Stellantis’ digital presence but also created a scalable and replicable model, enabling expansion into new markets and channels.

The collaboration between Stellantis, Blip, and Meta demonstrated the power of intelligent chatbots combined with UX and Conversational Design, creating a digital ecosystem that transforms interactions into sales and optimizes user experience.

This case highlights the impact of a robust, user-centered product design, showcasing how intelligent automation, UX strategies, and data analytics can revolutionize the digital customer journey.

🚀 Want to learn more about this strategy? Watch the project video here.