Intelligent dealer assistance: AI-powered technical support for optimal performance
Fast facts
- Customer
 A leading, multinational automotive manufacturer
- Business challenge
Faced with a high turnover of dealer technicians, multi-brand dealer complexities, and difficulties in retrieving specific diagnostic information, our client needed to streamline the troubleshooting process, improve diagnosis efficiency, and reduce the number of queries coming into the technical helpdesk.
- Geographical coverage
Europe
- Solution implemented
MSX developed AI Virtual Assistant providing instant access to relevant technical documentation based on vehicle-specific diagnostic trouble codes (DTCs) or even generic open queries.
The challenge: Navigating multi-brand complexities
The dealer network of a leading, global manufacturer struggled with accessing multi-brand technical documentation efficiently. With technicians managing multiple brands, navigating different systems, login credentials, and search mechanisms proved cumbersome. This often led to delays in issue resolution, increased support tickets to the Technical Help Desk (THD), and, ultimately, prolonged vehicle off-road times. Additionally, inconsistent usage of Technical Service Bulletins (TSBs) resulted in inefficiencies and higher costs for manufacturers, negatively impacting customer satisfaction.
The solution: AI-powered chatbot implementation
MSX developed AI Virtual Assistant, an AI-powered chatbot that can answer specific questions and diagnosis codes. It provides specific recommendations via a link or document (PDF, Word), or as a summary, depending on the customer’s needs. The chatbot was made accessible to the THD agent providing instant access to relevant TSBs based on natural language queries or specific diagnostic trouble codes (DTCs). Its multi-language support allows agents to interact in various languages, improving accessibility across European markets.
The solution was designed with integration flexibility, allowing it to connect seamlessly to OEM databases or directly retrieve PDFs and other documents. This ensures that agents have easy access to the necessary information. It also includes performance analytics capabilities, which track usage patterns, frequent queries, and the most accessed TSBs.
Implementation was structured into key phases:
The results: up to 30% ticket reduction and 15% faster resolutions
The implementation of MSX AI Virtual Assistant continues to deliver significant improvements for the brand’s THD. A set of pre-defined Key Performance Indicators (KPIs) measures the frequency of usage, time to complete each issue, most frequent requests asked, and most frequent responses provided per model. This data is then used to continuously improve and optimize training processes facilitating faster issue resolution and helping reduce vehicle downtime, ultimately enhancing customer trust and satisfaction.
The AI chatbot has reduced agent response times for complex cases by 15% by providing faster access to prior solutions. Results also indicate that by providing technicians with direct access to documentation via self-service troubleshooting, the AI chatbot can improve technician efficiency, reduce vehicle downtime, optimize technician support, and increase customer satisfaction through quicker problem resolution. It could also reduce the number of incoming tickets by up to 30% leading to further cost reduction, improved accuracy, and standardization.
Looking ahead, MSX plans to enhance the system by leveraging machine learning for predictive issue resolution and enabling direct vehicle connectivity for real-time diagnostics and issue identification via remote data access. These improvements will deliver greater cost efficiencies for OEMs and further streamline their technical support processes.
The AI-powered chatbot represents a transformative step in automotive aftersales support, enhancing efficiency, reducing costs, and improving overall service quality. By leveraging AI and automation, MSX is pioneering smarter, faster, and more effective solutions for dealer networks and technical support teams, ultimately leading to greater customer satisfaction and significant cost savings for OEMs.
