The Challenge
With constantly growing vehicle models and customers, KIA’s information is spread across multiple systems, locations and languages. Owners had to navigate multiple apps and manuals for common questions.
- Information fragmented across systems and languages
- Owners forced to navigate multiple apps and manuals
- Long wait times on common service questions
The experience could be dramatically improved by making information more accessible and reducing wait-times through a modern conversational interface.
The Solution. KIA Virtual Assistant.
A self-serve conversational interface for the KIA call center, built on Google Dialogflow and ConverX Messenger by Dataflix. The AI-powered chatbot responds to general enquiries — including KIA Connect and service appointments — with consistent, conversational answers.
Self-Serve Enquiries
Owners get instant answers on common KIA topics — without waiting for a live agent.
KIA Connect Support
Guided conversational flows that help owners use connected-vehicle features and resolve issues.
Service Appointments
Conversational scheduling for routine service — surfaced on the channels customers already use.
The Results
The KIA Virtual Assistant automates routine tasks with self-serve capabilities. Conversational flows help customers get faster answers to common questions — lifting overall customer experience. Dataflix’s experience on Google Cloud and Conversational AI, combined with a complete serverless architecture, accelerated time-to-market.