Case Study: Škoda Auto Improves Customer Service Resolutions and Cuts Costs with Sutherland Global Services

Škoda Auto reduces customer relationship cost by 50% with Sutherland Global Services

Škoda Auto, a leading automobile manufacturer, faced the challenge of managing high volumes of customer service tickets with limited staff, struggling to provide quick and accurate guidance. They partnered with vendor Sutherland Global Services to implement a digital solution using Sutherland's ServiceNext to improve efficiency.

Sutherland implemented an AI-driven conversational chatbot on Škoda's website, a process completed in just eight weeks. The solution handles queries, showcases models, facilitates test drive bookings, and manages service requests, filtering only complex issues to human agents. This resulted in a 50% reduction in customer relationship cost and a 91% improvement in bot resolution rate for Škoda Auto.

Škoda Auto