Tesla has announced a new artificial intelligence (AI) strategy aimed at improving the service experience for its car owners. Service-related issues have long been a major source of complaints among Tesla customers. The core of this improvement lies in the application of AI technology.
Raj Jegannathan, Tesla's head of AI and IT infrastructure, cybersecurity, and vehicle services, stated that the company is launching an AI agent specifically designed to handle customer communication services. This new AI agent can detect communication delays between the company and customers, monitor the sentiment of conversations, and automatically escalate certain critical issues to management.
The AI agent is being rolled out at ten pilot locations, with its initial deployment starting on May 8. Customers can type the word "Escalate" in the messaging center of the mobile app, and after a two-week delay, the system will automatically report the issue to senior management. This feature is expected to make it easier for customers to reach company executives and address the communication issues that have been prevalent over the past few years.
Tesla aims to accelerate the entire service process through various innovative strategies, such as F1-style quick service, striving to complete two-thirds of repair requests within the same day.
