CarMoney, founded in 2006, is a leading UK vehicle finance provider known for offering competitive monthly payments and APRs. With nearly 20 years of experience, the company has managed to stay on top of industry changes by embracing digital tools and AI to improve customer service and efficiency.

Recognizing both operational limitations and evolving customer expectations early on, CarMoney successfully saw the need to modernise its systems to overcome growth barriers and deliver the seamless, 24/7 support that modern consumers now demand. To achieve this—while staying compliant and managing complex partnerships with over 25 lenders—CarMoney joined forces with ConnexAI, unlocking the ability to scale rapidly without ever compromising the quality of their service.

Putting Intelligence to Work: How CarMoney Uses AI to Serve, Sell, and Scale

AI Agent was the cornerstone of ConnexAI’s transformative impact on CarMoney’s growth, enabling seamless, around-the-clock service that meets today’s consumer demand for instant responses. This capability has been especially valuable in the highly competitive vehicle finance market, where timing often determines customer decisions. Central to this success is ConnexAI’s AI Voice technology, which converts the AI Agent’s smart responses into natural, human-like speech. This voice can be customized in tone, pace, and formality to align perfectly with CarMoney’s brand personality. Andrew Marshall, Partnerships Director, noted the importance of realistic interactions: "Speaking to a computer isn't what people want. They want to feel like they're being heard by actual human beings. The more realistic the voice has become with the current AI Agents from Connex helps us to engage with our consumers in a more friendly and less formal way."

Additionally, ConnexAI’s AI Guru, a generative AI assistant designed to support human agents during conversations by offering prompts, suggestions, resources, and recommended actions, has revolutionized how CarMoney’s sales team accesses critical information in real time. AI Guru draws from company documentation, internal resources, and past conversations to provide accurate and relevant support. Managing documentation from over 25 lenders once posed significant challenges, but now all regulatory and lender-specific information is seamlessly integrated and available directly within the system.

CarMoney also found significant value in ConnexAI’s AI Analytics suite, which provided unparalleled insight into customer conversations and saved thousands of hours that would have otherwise been spent manually reviewing calls. "Where we needed to use teams of people to analyse calls, we now have all the data at our fingertips. Using this data, we can then train the worst-performing staff to become the best-performing staff," says Andrew Marshall.