Brand
Kavak used Meta Business Agent Platform to reach car shoppers earlier than ever, re-engaging past visitors and guiding new ones through vehicle discovery, before passing interested shoppers to its own AI agents to close the sale.
Their Story
Business growth fueled by customer conversations
Kavak is a leading used-car platform in Latin America. Since 2023, Kavak had been using AI agents to manage conversations throughout the customer journey, from vehicle discovery to financing to inspections. But those conversations only started once a customer had already taken a specific action, like applying for financing or requesting to see a car in person at one of Kavak’s locations. Because of this, most website visitors were not engaging in conversation with the brand, representing a significant opportunity for further growth.
“At Kavak, AI agents have led customer journeys end-to-end for years. With Meta Business Agent Platform, we are extending that AI relationship upstream, meeting customers earlier on a channel they already use every day. Once intent becomes clear, the conversation passes seamlessly to our own agents to continue guiding customers in their journey. It is the same continuous AI experience Kavak is known for, now beginning at the very first signal of customer interest.”
Alberto Tawil
VP of AI, Kavak
Their Solution
Reaching car shoppers early on WhatsApp
Kavak used Meta Business Agent Platform to change its approach, finding new ways to reach customers even earlier in the buying process. The company used both marketing messages on WhatsApp and ads that click to WhatsApp for initial outreach. Marketing messages were sent to shoppers who’d previously registered with Kavak but had since gone quiet. Once the shopper replied, Business Agent kicked off the conversation with a reply based on the shopper’s previous activity, such as vehicles they’d viewed, financing steps they’d taken or their selling history. Shoppers who clicked on an ad joined a conversation with the agent where they could discuss the promotion featured in the ad, financing options and more.
After Business Agent determined if the shopper was ready to buy, sell or trade in a vehicle, it handed off the conversation to Kavak’s AI agents with full context, including all the customer’s preferences and every question they’d already answered. This allowed Kavak to provide the same personalized sales experience it was known for, starting from the customer’s very first moment of interest instead of a formal request.
Their Success
Lead qualification managed by Business Agent
Kavak reported that the updated customer experience drove efficient lead qualification across a one-month period:
- 1 in 3 shoppers who started a conversation from an ad became a qualified lead handed to the sales team*
- 8X higher lead capture efficiency from ads that click to WhatsApp compared to outbound marketing messages alone*
- 489 customer conversations managed by Business Agent in the first two weeks of the test*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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