AI case study

Škoda AutoOmnichannel multilingual support

Fragmented support caused frustrating handoffs. Live AI translation now lets a small English-speaking team handle 14 languages instantly.

Published|today

Key results

Translation Cost Reduction
up to 80%
Overall Cost Reduction
~25%
Handling Time Reduction
~33%

Result highlights

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The story

Context

A global automotive brand manages thousands of customer queries each month across multiple European markets, requiring localized support in 14 native languages.

Challenge

Fragmented support structures made it difficult to deliver instant, omnichannel service at scale without adding significant complexity and...

Solution
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Quotes

“We wanted a solution that felt human, not robotic… the AI approach with extensive humanization factors gave us that balance.”

– Dr. Petr Maršál, Customer Care Manager, Škoda Auto

The company

Škoda Auto logo

Škoda Auto

skoda-auto.com

Passenger vehicle manufacturer and provider of mobility solutions.

IndustryAutomotive & Mobility
LocationMladá Boleslav, Czechia
Employees10K-50K
Founded1895

The implementation partner

Accenture logo

Accenture

accenture.com
IndustryProfessional Services
LocationDublin, Ireland
Employees100K+
Founded1989

The vendor

Microsoft logo

Microsoft

www.microsoft.com
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Provided the Microsoft Azure cloud platform to host and power the conversational AI solution.

IndustrySoftware & Platforms
LocationRedmond, WA, USA
Employees100K+
Founded1975

Use case

Škoda Auto's Omnichannel multilingual support is part of this use case:

Support Chatbot
225 case studies(+37% YoY)
Proven impact?
LowModerateVery Strong
5.1Strong
7.9Strongwithin Automotive & Mobility
4.8Moderatewithin Customer Service
View 225 case studies for support chatbotExplore support chatbot clusters

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