The Challenge
Customer service teams at Hyundai receive thousands of calls each month. That meant a substantial amount of duplicated effort — and slower response times as agents worked through the queue of callers.
- High inbound call volumes with duplicated effort
- Slower response times as agents worked through the queue
- Pressure to deflect calls without hurting CX
The goal: deflect calls and cut cost while improving CX loyalty, advocacy and satisfaction — with an additional channel available 24/7.
The Solution. Hyundai Virtual Agent.
A self-serve conversational interface for the Hyundai call center, built on Google Dialogflow and Dataflix Messenger. The AI-powered chatbot responds to general inquiries — including Bluelink and recalls — with consistent answers and zero wait times.
Bluelink Support
Conversational help for connected-vehicle features owners reach out about most.
Recall Answers
Consistent, on-brand responses to recall enquiries — surfaced where customers already engage.
General Inquiries
A 24/7 text-based self-serve channel for routine Hyundai customer-service questions.
The Results
The Hyundai Virtual Agent automates routine tasks with self-serve capabilities. Conversational flows help Hyundai customers get answers to common questions faster — without human intervention — improving overall customer experience. Dataflix’s experience on Google Cloud and Conversational AI, combined with a complete serverless architecture, accelerated time-to-market.