Customer Service Automation
Škoda Auto needed to deliver multilingual, personalized customer support across markets without increasing complexity and cost, but fragmented service structures made it difficult to provide fast, natural, and scalable care.
Reported impact
Škoda Auto reduced translation and service costs, automated a large share of routine customer enquiries, improved the consistency of multilingual support, and gave agents more time for complex interactions that deepen loyalty.
Škoda Auto and Accenture introduced a conversational AI customer-care platform built on Cognigy and Microsoft Azure, then integrated it with Salesforce CRM and Škoda's knowledge base. The platform supports live translation, AI-driven recommendations, virtual-assistant handling of routine enquiries, and automated ticket creation so service teams can maintain consistent quality across markets and channels. Because the assistant connects directly to the knowledge base, it can answer common questions and resolve standard issues, while human agents focus on more complex cases with AI-generated guidance and faster access to context. Real-time translation lets a smaller pool of English-speaking staff support customers in 14 native languages. The result is a support stack that blends empathetic virtual interactions with agent-assist capabilities, reducing handling time and operating costs while preserving a more human service experience.
Customer requests enter the Cognigy and Microsoft Azure service stack, where the virtual assistant accesses the knowledge base to answer routine questions and uses real-time translation to support multiple languages. When issues require escalation, Salesforce CRM context and AI-generated recommendations are passed to agents, while automated ticket creation and multilingual workflows help close the interaction efficiently.
"25% overall cost reduction achieved so far"
"Its real-time translation enables seamless multilingual support, while AI-driven recommendations speed up issue resolution"
"The virtual assistant now handles 30–40% of routine requests"
"an advanced Conversational AI platform built on Cognigy and Microsoft Azure, seamlessly integrated with Salesforce CRM and its knowledge base"
"personalized care in 14 native languages with just a few English-speaking agents"
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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