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The AI assistant streamlined workflows, cutting call times, boosting upsells, and improving customer satisfaction while enabling CSRs to respond faster and more accurately.

Holley is a leading automotive aftermarket company serving customers across the United States.

Challenge

The client’s customer service group receives about a million phone calls and emails every 12 months. Their customer service representatives (CSRs) struggled with: 

  • Data Accessibility – Difficulty retrieving accurate, up‑to‑date product information quickly during customer interactions.  
  • Revenue Optimization – Missed opportunities for upselling and cross-selling due to fragmented insights. 
  • Information Management – Large volumes of technical and product documentation slowed support processes. 

These issues resulted in longer calls, inconsistent customer experiences, and missed upsell opportunities. 

Solution

Orion developed an intelligent GenAI powered assistant, “Ask Holley”, designed to elevate CSR performance and customer interactions. The solution included: 

Core AI Development Services

  • Intelligent Search System (“Hey Client Assistant”) enabling fast, intuitive, up-to-date access to product data, specifications, pricing, and availability.
  • Realtime Data Integration Engine for inventory/pricing.
  • Unified Customer Interaction History to provide context driven support and personalized service.
  • AI-powered suggestions for complementary products based on customer interests.

Enabling Services

  • Standardization of technical documentation to improve AI retrieval accuracy.
  • Step-by-step troubleshooting assistance for CSRs.
  • CSR training program to accelerate adoption and optimize usage.
  • Ability to package multiple search results, documents, and links for easy sharing with customers.
  • Implementation of a performance analytics dashboard for continuous improvement.

With “Ask Holley”, CSRs could resolve issues faster and engage customers with greater confidence.

Impact

The solution enabled customer service representatives (CSRs) to quickly retrieve product data, provide real-time recommendations, and improve customer interactions. 

  • Reduced Call Times: Quick access to accurate data boosts efficiency.
  • Increased Sales: AI recommendations drive upsell and cross-sell.
  • Enhanced Satisfaction: Consistent service improves customer experience.
  • Efficient Data Management: Seamless data integration optimizes CSR workflows.

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