25%

Reduction in operational costs

ROI

Achieved in under 12 months

19

Markets are supported by AI

The Challenge

Škoda faced a critical challenge: running a financially sustainable 24/7 multinational call center across 31 markets and 28+ languages. Traditional operations required agents in every language group, even for markets with minimal volume, driving up costs and underutilizing staff. The team sought to modernize customer care with AI-driven automation while maintaining a high-quality, personalized experience.

The Solution

Škoda explored proof of concepts using both Microsoft Azure and Cognigy. The combined solution with Cognigy delivered superior results and was ultimately chosen as the foundation for Škoda’s digital transformation. Today, Škoda has two core AI Agents in operation across multiple markets: a multilingual AI support assistant and an intelligent chat-based AI Agent for customer service and lead generation.

Use Case:
Cognigy Live Translation

Škoda’s live translation solution was developed to address the challenges of supporting smaller language markets within its multinational contact center. By using voice-to-text and text-to-voice translation, the system enables real-time multilingual conversations while simplifying supervision, and quality control across 30+ languages.

The Solution:

Enables real-time multilingual communication, especially for low-volume markets.
Facilitates supervision and quality control by translating conversations into major languages like English or German.
Voice-to-text-to-voice translation provides lower latency and enables CRM integration and conversation documentation.

Skoda Architecture

Dr. Petr Maršál

"We now have Cognigy.AI fully live, and we can clearly measure the impact. Operational costs have been reduced by 25% and that’s a significant saving. Furthermore, most of the costs had a payback under one year. This is almost a miracle for an AI project!"

Dr. Petr Maršál

Customer Care Manager @Skoda

Use Case:
AI Agent on Chat

Škoda migrated their existing chatbot to Cognigy, now live in 14 markets and 11 languages. Initially, a clickable assistant, it evolved into a smart AI Agent that:

Recommends car models through intuitive questioning (e.g., comfort vs. speed, trunk size, budget).

Answers FAQs, helps book test drives, and routes leads to dealers with encrypted customer information.
Leverages LLM and structured product knowledge for accurate, human-like interactions.

The Impact

The implementation of Cognigy’s technology had a transformative impact on Škoda Auto’s customer operations. Operational costs were reduced by 25%, a significant saving given the scale of maintaining a multilingual call center serving 31 markets and up to 30 languages.

The rollout of Cognigy.AI made it possible to extend 24/7 support across 19 European countries. This increases automation, helps absorb peak demand and allows customer service representatives to concentrate on more complex tasks.

Customer satisfaction benefits from a seamless omnichannel experience. Customers can switch from voice to chat, especially helpful when precision is needed, such as entering a 17-digit vehicle identification number or email address, without repeating themselves.

Škoda achieved full return on investment in under one year.

Omnichannel Experience

LLM + Retrieval-Augmented Generation (RAG)

AI Lead-Generation