Founded in 1895, Skoda is one of the world’s oldest car manufacturers. A wholly owned subsidiary of Volkswagen Group, Skoda delivered more than 1 million vehicles to customers worldwide during 2017. Recognizing that the customer experience needed a different approach, Skoda embarked on a program to change how it interacted with customers online.
The company built a vision of how they wanted the customer journey to look. It was a plan that put the customer first, from initial point of contact to the stage where the relationship is handed over to the dealership. Available 24/7, the customer would be able to immerse themselves in the experience whenever they wanted, and even though this would require automated channels, Skoda wanted to personalize every aspect of the interaction. Artificial Solutions and the power of conversational AI has enabled this vision to become reality.