Twilio > 实例探究 > Toyota Connected 通过 Twilio Flex 改变客户体验

Toyota Connected 通过 Twilio Flex 改变客户体验

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技术
  • 分析与建模 - 机器学习
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 汽车
  • 设备与机械
适用功能
  • 产品研发
用例
  • 智慧校园
  • 车辆性能监测
服务
  • 系统集成
关于客户
丰田互联北美 (TCNA) 是丰田的软件服务创新引擎,它将数据、机器学习和人工智能结合在一起,以改变驾驶员与车辆互动的方式。 Drivelink 是 TCNA 的远程信息处理平台,为超过 600 万驾驶员提供了紧急和便利功能。
挑战
Toyota Connected North America (TCNA) 需要一个灵活的呼叫中心解决方案,能够在全球范围内响应客户的需求并快速创新。
解决方案
借助 Twilio Flex,TCNA 可以为司机提供无缝的客户体验,同时提高客服人员的灵活性和效率。
运营影响
  • The switch to Twilio Flex has empowered agents in their work, creating a more seamless experience for TCNA’s customers. For example, if a customer gets disconnected from a call, they can now reconnect them with the same agent. Agents are now connected with a wealth of new data that helps them better meet the needs of customers, and new services are being rolled out to make their journeys even smoother behind the wheel of Toyota and Lexus vehicles. Twilio Flex’s customization and flexibility has also helped TCNA set up new features quickly. In some cases, modifications were delivered through Twilio Flex the same day. This has resulted in a huge change in the speed of technical implementation, reducing the waiting time from months to just a day.
数量效益
  • 13% reduction in after-call work
  • 18% decrease in average monthly handle time
  • Ability to implement changes within hours or days instead of weeks or months

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