CASE STUDY ŠKODA AUTO
Škoda Auto scales global customer care through AI innovation
AI innovation unlocks scalable, multilingual customer experiences
3-MINUTE READ
Driving efficiency with AI innovation
~80%
lower translation costs for low volume languages through live translation.
30–40%
of routine requests handled by Virtual Assistants, freeing agents to focus on complex issues.
25%
overall cost reduction achieved so far, with additional savings expected as adoption grows.
In today’s automotive landscape, customer expectations are accelerating as fast as technology itself. Customers, whether they’re behind the wheel or making the purchase, now demand instant, personalized support—available anytime, in any language, across every channel. For global brands, this isn’t just a service upgrade; it’s a strategic imperative. The question is how to deliver that level of experience at scale without adding complexity or cost.
Škoda Auto embraced this challenge partnering with Accenture to introduce an AI-driven Customer Care solution that boosts efficiency and enhances customer experience.
Inside the AI revolution
Rather than simply digitizing existing processes, Škoda set out to reimagine customer care as a growth driver—a model that could deliver consistent, human-like experiences across markets while reducing operational complexity. Rising expectations and fragmented support structures made this shift essential, not just for efficiency but to strengthen loyalty in an increasingly competitive automotive landscape.
To achieve this, Škoda introduced an advanced Conversational AI platform built on Cognigy and Microsoft Azure, seamlessly integrated with Salesforce CRM and its knowledge base—creating a foundation for speed, accuracy, and trust.
Rolled out across multiple European markets, the platform now manages thousands of queries each month with steady quality. Its real-time translation enables seamless multilingual support, while AI-driven recommendations speed up issue resolution—automating about one-third of activities and saving a similar share of handling time. Automated ticket creation further streamlines workflows, letting Škoda offer personalized care in 14 native languages with just a few English-speaking agents.
The virtual assistant now handles 30–40% of routine requests—answering common questions and resolving general issues by tapping directly into the knowledge base. Designed with empathy to mirror Škoda’s human touch, it makes interactions feel natural and frees agents for more complex cases.
Continuous feedback and close collaboration with technology partners allowed for quick system refinement and adoption. Integrating IT, rapid business onboarding, and thorough knowledge base testing across languages ensured the platform evolved smoothly for agents.
Škoda scales customer care with AI
Happier customers, empowered agents
The impact is tangible. Customers no longer face frustrating handoffs or repeated explanations. Integrated context and real-time translation ensure a smooth experience—whether in voice or chat. Native-language support—even for languages like Croatian or Latvian—means every customer feels understood.
For employees, the shift is equally transformative. By reducing routine workload, the customer service team can dedicate more time to strengthening relationships and delivering higher-value service.
“The AI solution changed the way we work—it’s faster, smarter, and less overwhelming” shared one agent.
Exploring new horizons
And this is just the beginning. Škoda is exploring ways to expand language coverage, develop advanced AI use cases, and onboard additional markets.
As mobility becomes more connected and customer expectations rise, Škoda is positioning itself to lead with smarter, more human experiences—ready for the next decade of automotive innovation.