Nsight Live is a leader in data-driven sales and marketing solutions for the automotive industry.
With 75+ years of combined retail automotive experience, the company helps dealerships nationwide increase sales through innovative campaigns and technology.
Their proprietary CRM platform integrates data science with automated text and email marketing, hosted events, and community engagement— delivering measurable sales results while building stronger customer relationships.
As consumer expectations evolved, Nsight Live sought to redefine dealership outreach by embedding AI-driven automation directly into its CRM platform.
The company wanted to move beyond static chatbots and create a conversational AI capable of managing real-time voice and text interactions that felt human, context-aware, and outcome-oriented.
With no established roadmap for such a solution, AI/R Compass UOL and Nsight Live collaborated to design, test, and deploy a first-of-its-kind GenAIpowered CRM system.
To achieve this, it needed to:
- Integrate an AI dialer within its CRM to scale outreach while maintaining personalization
- Enable the AI to access campaign and customer data in real time for relevant, contextual engagement
- Manage thousands of concurrent conversations with minimal human intervention
- Ensure data privacy, campaign guardrails, and compliance within a secure AWS environment
- Achieve natural-sounding speech with minimal latency to preserve conversational flow
Designing and implementing a scalable Agentic AI solution on AWS, powered by Anthropic'sClaude Sonnet 4.6 LLM, combining conversational AI, data orchestration, and multichannel integration.
AWS Bedrock + ReActFramework
AI/R Compass UOL implemented an agentic approach using Amazon Bedrock and the ReAct reasoning-and-acting framework, enabling AI Agents to reason, call tools, and act dynamically based on context. Bedrock's knowledge bases provided intelligent routing and metadata mapping, so each conversation aligned with the correct campaign and customer record.
Security and Compliance
AI/R Compass UOL architected the environment within Nsight Live’s private AWS instance, ensuring customer data isolation and preventing data sharing between dealerships. Bedrock guardrails kept the AI Agent campaign-focused, polite, and compliant—never off-topic or negative.
Voice + Text Orchestration
The solution evolved from text-based interactions to a fully speechnative experience using AWS Nova Sonic and Twilio Flex. By combining AWS Polly for text-to-speech with Nova Sonic’s realtime processing, AI/R Compass UOL achieved 2–3-second response times and natural, human-like conversations. The asynchronous architecture allowed the AI to retrieve information while continuing to speak, improving responsiveness and user experience
CRM Integration and Scalability
All call summaries and text transcripts are stored directly in Nsight Live’s CRM. The result: human agents now oversee multiple AI Agents simultaneously, intervening only when needed— dramatically increasing scale and efficiency.
4× outreach capacity, from 150–175 daily calls per human agent to 500–750 with AI-assisted calls
2× higher connect rate, from 8% to 15%, driving faster pipeline conversion and ROI
2-3 seconds voice response time, improving efficiency, engagement, and retention with nearinstant conversations
Market differentiation with the AI-enabled CRM dialer as a unique, nonshoppable product that setsNsight Live apart
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