The Challenge
Managing High Ticket Volumes to Quickly Resolve Customer Requests
Skoda Auto is a leading automobile manufacturer with a strong presence in Europe and other international markets. The company’s customer service team struggled to manage ticket volumes with limited support staff.
The team was facing intense pressure to quickly give accurate guidance to customers. Skoda needed digital solutions to help improve the efficiency of its customer service setup.
The Outcome
Streamlined Customer Experience and Faster Resolution Times Using Automated Chatbot Technology
Skoda joined forces with Sutherland to address the challenge of huge ticket volumes with a seamless self-service experience, deploying an AI-driven conversational chatbot on the company’s website.
Build, implementation, training, testing, and maintenance were all completed in just eight weeks, including a future-ready AI solution that integrates seamlessly with Oracle OMEC and Twilio. The chatbot handles queries, showcases new models and offers, facilitates test drive bookings, and manages service requests, filtering only complex queries to the service team.
With the help of Sutherland’s ServiceNext, the team was able to significantly expand its support capabilities, handling hundreds of thousands of customer queries while reducing costs and improving resolution time.
reduction in customer relationship cost
improvement in bot resolution rate through increased information accuracy
Want to discover how Sutherland can help you transform your customer experience?
Services
Digital CX, Automation, Data & Analytics, ServiceNext
Industry
Travel, Transportation, Hospitality & Logistics
