Case Study: Rivian Builds a Unified AI-Powered Driver Support Experience with Twilio

Rivian boosts support with Twilio, pushing 99% accurate AI summaries to CRM

Rivian, an electric vehicle manufacturer, faced a challenge scaling its customer support for over 175,000 drivers. Their fragmented legacy system, built for a small fleet, created inefficient workflows for advisors and a poor experience for customers. Rivian partnered with the vendor Twilio to overcome these constraints and build a future-proof solution.

The solution implemented was Twilio Flex, an API-first contact center platform, layered with Twilio Conversation Intelligence. This provided a unified workspace for all customer channels, contextual data for advisors, and real-time AI assistance. The results included AI-generated interaction summaries pushed to the CRM with 99% accuracy, eliminating manual work, and a goal to significantly reduce average handle times from the industry norm of 22 minutes.

Rivian