Porsche invests in artificial intelligence company to improve digital platforms
24 Feb 2021|976 views
Porsche Ventures has completed an investment in Cresta, the real-time intelligence company for customer conversations, which specialises in messaging and voice communication. Alongside the investment, Cresta's software will be rolled out across Porsche Cars North America, Inc. (PCNA) and Porsche Financial Services online platforms to create a company-wide network that will enhance the customer support experience.
The first area to receive a Cresta-powered AI update will be Porsche Connect, a comprehensive suite of services and apps that supports the features of Porsche vehicles. A typical use case would be planning a long journey in the all-electric Taycan through the Charging Planner to calculate the fastest route, including the required charging stops.
If the driver has a question, such as "How do I activate free charging at Electrify America stations?", they will be able to benefit from a new chat function expected to launch in Porsche Connect on smartphones and laptops later in 2021. This will ensure immediate response and, if necessary, assistance by a service representative.
Further rollout is in the planning stages to streamline communications across PCNA touchpoints, from discovering your dream car in the Porsche Finder search portal to asking about the details of a current vehicle contract with Porsche Financial Services.
Cresta's solution can handle inquiries independently and also connect customers with representatives when needed. Furthermore, Cresta can improve the help provided by customer service personnel who are offered real-time coaching and automated assistance as they interact with customers.
Internal research has shown that Porsche owners expect digital options to connect with the company, including online chat, which is also in demand by dealers.
Porsche Ventures has completed an investment in Cresta, the real-time intelligence company for customer conversations, which specialises in messaging and voice communication. Alongside the investment, Cresta's software will be rolled out across Porsche Cars North America, Inc. (PCNA) and Porsche Financial Services online platforms to create a company-wide network that will enhance the customer support experience.
The first area to receive a Cresta-powered AI update will be Porsche Connect, a comprehensive suite of services and apps that supports the features of Porsche vehicles. A typical use case would be planning a long journey in the all-electric Taycan through the Charging Planner to calculate the fastest route, including the required charging stops.
If the driver has a question, such as "How do I activate free charging at Electrify America stations?", they will be able to benefit from a new chat function expected to launch in Porsche Connect on smartphones and laptops later in 2021. This will ensure immediate response and, if necessary, assistance by a service representative.
Further rollout is in the planning stages to streamline communications across PCNA touchpoints, from discovering your dream car in the Porsche Finder search portal to asking about the details of a current vehicle contract with Porsche Financial Services.
Cresta's solution can handle inquiries independently and also connect customers with representatives when needed. Furthermore, Cresta can improve the help provided by customer service personnel who are offered real-time coaching and automated assistance as they interact with customers.
Internal research has shown that Porsche owners expect digital options to connect with the company, including online chat, which is also in demand by dealers.
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