Agents toggled windows to take manual notes. Now, AI transcribes live and routes calls, freeing 700 staff to focus entirely on the customer.
The North American arm of one of the world's largest automakers manages 64,000 employees and 1,800 dealerships while processing over 1 million customer support calls annually.
Agents relied on a legacy on-premises system that forced them to toggle between windows and take manual notes rather than focusing on the customer...
“Using Amazon Connect with Salesforce Service Cloud Voice, we can help our guests complete their journey through any channel of their choice.”
Automotive design, manufacturing, and sales operations for Toyota in North America.
Cloud computing platform and on-demand infrastructure services.
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