Rivian Seeks To Humanize Customer Experience Amid AI Chatbot Frenzy

EV maker Rivian Automotive Inc (NASDAQ:RIVN) is prioritizing human interaction to enhance its customer support, distinguishing itself from the conversational AI trend. 

What Happened: In a recent tweet, Rivian emphasized that all customer conversations are handled by real employees, debunking the use of automated bots. 

The company said its commitment to personal service extends to its 24/7 chat feature, where a dedicated customer support team promptly assists with roadside and service inquiries. 

To underscore this approach, Rivian shared a screenshot of a customer’s chat session with Alyssa, a customer executive, who addressed the low air pressure issue in one of the vehicle tires. 

Accompanying the post were pictures showcasing Rivian’s dedicated customer support team. 

Why It Matters: Unlike Tesla Inc (NASDAQ:TSLA), which offers immediate roadside assistance through its app without human interaction, Rivian aims to humanize the customer experience. 

Last month, Rivian also announced that its all-electric service vans will hit the roads in the coming weeks. The company will roll out over 200 Rivian Service Vans by year-end, which will meet the service of over 35,000 Rivian vehicles.

With production targets of 50,000 units, including approximately 100 R1T trucks, in 2023, Rivian is poised for growth and aims to achieve positive gross profit while expanding production further in 2024.

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