Case Study: TOYOTA

Toyota is renowned for long-lasting vehicles and first-of-its-kind technical solutions. With NiCE Cognigy AI, Toyota offers its customers a unique experience while adding value to more customer touchpoints. This includes seamless self-service via voice and chat and proactive outreach to vehicle owners by an AI Agent, a recipe for success that raises the bar for CX.

The Challenge

Toyota envisioned multiple use cases and sought a Conversational AI solution to train AI Agents for phone and chat support at scale. They needed a solution that could integrate into their systems, creating smoother and more intuitive communication methods with customers.

On one hand, during peak times, customers sought direct support, overwhelming service agents with requests, often regarding frequently asked questions. In another scenario, vehicle owners often ignored dashboard warning lights and did not contact dealers for necessary service, potentially leading to future problems.

Reducing the burden of repetitive tasks on customer service teams and proactively contacting vehicle owners are two challenges the Toyota Innovation Team aimed to address.

The Solution

Toyota chose NiCE Cognigy to train the AI Agents they envisioned. They adopted a platform strategy that enables them to cover multiple use cases and automate communications across different channels.

Their customer service is accessible via chat or phone, allowing customers to engage in natural dialogue with the AI Agent. If the customer prefers to speak with a live agent, or if the issue is too complex, the AI Agent transfers all relevant contextual information to Microsoft Dynamics for handover. This allows live agents to contact the customer with a full understanding of the issue and potential solutions, rather than starting from scratch.

To ensure that warning lights are not overlooked, Toyota implemented proactive customer service with an AI Agent named E-Care, which is directly connected to the car’s onboard electronics. If an engine warning occurs, customers are contacted by phone and can immediately schedule a service appointment through AI. Simultaneously, the AI Agent notifies the dealership, sharing all relevant technical and warning data, allowing them to prepare in advance and save time for both the dealership and the customer.

With NiCE Cognigy AI, we’re able to provide our customers with real added value and deliver even better services and products.

Peter-Pascal Meik

Manager Innovation & Projects
Toyota

To relieve our service agents during peak times, we rely on intelligent self-service via voice- and chat, based on NiCE Cognigy AI. This ensures our customers can get immediate answers to common questions 24/7.

Michael Schödder

Digital Integration & Consulting
Toyota

The Impact

Toyota’s forward-thinking conversational AI solutions create outstanding customer experiences and make life dramatically easier for contact center agents.

By reaching out to their customers proactively when the AI Agent detects an engine warning Toyota ensures customers feel valued, have a safer driving experience and are saved the hassle of remembering to book a service appointment.

Car dealerships feel empowered as they can increase their customer stickiness and revenue while saving time calling customers about their vehicle.