Case Study: Mercedes‑Benz achieves AI-driven customer service and targeted truck sales with Microsoft Power BI

Mercedes-Benz Improves Customer Service in the Trucks Division with Artificial Intelligence

Mercedes‑Benz (Mercedes‑Benz Caminhões) needed to modernize sales and customer service in its Trucks division by turning decades of disparate internal and external data into actionable, predictive insights. Working with Microsoft Power BI and the Microsoft Consulting team, the company mapped sales processes and deployed AI tools including Azure Machine Learning, Cortana Intelligence Suite, SQL Server 2016 and Power BI to support a digital-transformation program.

Microsoft Power BI helped implement an AI-driven solution that ingests 30+ years of license‑plate records, macroeconomic indicators, legislation and regional sales data to generate targeted offers for 180 service locations; dealers submit monthly results so models are continuously refined and offers become more accurate. The deployment enabled Mercedes‑Benz to proactively tailor offers by sector (agriculture, construction, mining), improve decision-making across the truck division, and scale AI-powered insights nationwide using Microsoft Power BI.

Mercedes-Benz

Ari Carvalho

Director of Sales and Marketing, Truck Division Mercedes Benz