Next-Gen Customer Support – Toyota’s Drive for Innovation is Limitless

The Solution

Toyota selected Cognigy.AI to create exactly the digital assistants they envisioned. They decided on a platform strategy that allows them to cover multiple use cases and automate communication across different channels.

Their customer service can be reached via chat or phone, engaging customers in a natural dialogue with the virtual agent. If the customer prefers speaking with a human agent, or the issue is too complex, the virtual agent transfers and saves all the contextual information in Microsoft Dynamics for handover. The human agent can then reach out to the customer with a complete picture and already have a solution at hand instead of starting from the beginning.

To ensure that warning lights are not overlooked, Toyota decided on proactive customer service and developed a digital assistant called E-Care. E-Care is directly connected to the car’s onboard electronics. In case of an engine warning, customers are contacted via phone and can immediately make an appointment via the digital agent. At the same time, the digital agent informs the dealership, sharing all the relevant technical and warning data, so that they can prepare for the appointment in advance, saving both them and the customer time.