Case Study: Skoda reduces multilingual call center costs by 25% with Cognigy.AI

Skoda cuts multilingual call center costs by 25% with Cognigy

Skoda, a multinational automotive manufacturer within the Volkswagen Group, faced the challenge of running a financially sustainable 24/7 call center across 31 markets and 28+ languages. The high cost of staffing agents for every language, including low-volume markets, drove up operational expenses. Skoda partnered with vendor Cognigy to modernize its customer care with AI-driven automation while maintaining a high-quality experience.

Cognigy implemented its Cognigy.AI platform to create multilingual AI support agents. The solution included live translation for real-time conversations and an intelligent chat agent for customer service and lead generation. This allowed Skoda to reduce operational costs by 25%, achieve a full return on investment in under 12 months, and extend 24/7 support to 19 markets.

Skoda