Škoda Automates 40% of Support with AI

Škoda's AI-driven customer care solution is built on a conversational AI platform from Cognigy, integrated with Microsoft Azure and their Salesforce CRM. This platform was rolled out across multiple European markets to handle thousands of monthly queries, providing a centralized and scalable system. The automation of about one-third of activities has led to an overall cost reduction of approximately 25%. The system provides personalized care in 14 native languages, often with only a few English-speaking agents, by leveraging real-time translation. This AI-powered live translation has been particularly effective for supporting languages with lower query volumes, slashing those specific translation costs by around 80%. The AI also automates ticket creation, which helps to streamline workflows for the human agents. The virtual assistants are designed to handle common questions and resolve general issues by accessing the company's knowledge base directly. While Škoda hasn't detailed every routine query, similar automotive AI agents on the same Cognigy platform handle tasks like scheduling maintenance appointments, answering questions about vehicle warning lights, ordering parts, and managing insurance issues. One of Škoda's internal AI tools also helps customers and suppliers get real-time information on invoice due dates and payment amounts. This move is part of a broader AI strategy at Škoda, which includes the in-car voice assistant, "Laura." Laura is being enhanced with ChatGPT capabilities through a partnership with tech company Cerence, allowing it to handle general knowledge questions beyond its initial scope of controlling infotainment, navigation, and air conditioning. All user interactions with the ChatGPT feature are anonymized and deleted immediately after processing to ensure data privacy. For startups in India looking at similar technology, the cost of implementing an AI chatbot can range from ₹50,000 to over ₹2,00,000, depending on the complexity and features. For WhatsApp-based platforms, Meta's API pricing in India has distinct rates for different message types, such as marketing or utility messages. By automating a significant portion of routine inquiries, human support agents are freed up to concentrate on more complex and high-value customer interactions. This shift allows the team to focus on building stronger customer relationships and providing more in-depth service. One agent noted that the AI solution made their work "faster, smarter, and less overwhelming."