Case Study: Volkswagen Financial Services improves customer care with Genpact Cora Knowledge Assist

Volkswagen Financial Services speeds agent training with Genpact Cora Orchestration

Volkswagen Financial Services faced challenges in its customer service operations, with complex processes and extensive standard operating procedures leading to long agent training times and a heavy reliance on subject matter experts to resolve queries. To address this, the company turned to Genpact and implemented its generative AI-powered solution, Cora Knowledge Assist.

Genpact's solution, Cora Knowledge Assist, ingests a vast range of enterprise knowledge to support contextual, multilingual conversations for agents. This has helped Volkswagen Financial Services' agents become more effective and get up to speed quicker. The implementation is setting the stage for a more personalized customer experience and improved satisfaction, putting agents on the road to faster query resolution.

Volkswagen Financial Services