How ŠKODA AUTO uses Teneo to drive growth across Europe

ŠKODA's Conversational AI solution ‘Laura’ has been developed and deployed across Europe in order to supercharge customer experiences and support the rapid growth and upscaling of their digital engagement strategy.
Rapid expansion

‘Laura’ CAI solution has scaled to cover 13 European regions in less than two years

Flexible platform

Minimal friction in the development and deployment of the solution in new languages and regions.

Data Security

The final solution is fully GDPR compliant and the conversational data is secured.

automotive virtual assistant

The Challenge

Founded in 1895, ŠKODA AUTO is one of the world’s oldest car manufacturers. The company is a subsidiary of Volkswagen Group and in 2021 alone, a total of 878,000 cars were delivered to customers worldwide.
ŠKODA AUTO required a technology solution that could fulfil multiple
purposes and support the growth of the business in a variety of
ways. One of the most important was the need to increase test drive
bookings.
For decades, the car showroom represented the central point of sale for the automotive industry, however, converting digital users to test drive bookings has represented a challenge for the sector.
The added impact of COVID-19 in 2020 and 2021 added to the pressure on manufacturers to convert digital traffic to test drive bookings, as showrooms were forced to close their doors.
"ŠKODA AUTO needs to adapt to the changing industrial environment to satisfy its customers’ needs and become a people-focused brand that provides end-users with genuine value.”

Veronika Marečková, Business Lead from ŠKODA AUTO

skoda case study


Next Level – Škoda Strategy 2030 Mission

ŠKODA AUTO has ambitious plans for 2030, which include key sustainability targets and the intention to be one of the top five selling makes in Europe in seven years-time.
skoda chatbot
In a collaborative effort between Artificial Solutions and ŠKODA AUTO a Conversational AI (CAI) solution has been developed and deployed across Europe in order to supercharge customer
experiences and support the rapid growth and upscaling of ŠKODA AUTO’s digital engagement strategy.
``The expansion of our Conversational AI solution in these key regions further demonstrates our commitment to provide our customers with the best service and experience possible. The dedicated team has been working hard in order to expand the market coverage and capabilities of ‘Laura’ and we’re extremely excited about the next phase of our project and look forward to sharing ‘Laura’ with millions more people.”
VERONIKA MAREČKOVÁ Business Lead from ŠKODA AUTO

The Results

A major increase in test drive bookings and online engagements.

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European regions covered in less than two years with ‘Laura’ CAI solution

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Increase in the volume of requests from ŠKODA’s websites

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System downtime
A multidisciplinary international team developed a CAI solution in 2020 and quickly scaled the solution over a two-year period following the recording of a 400% increase in test drive bookings in
the First trial phase.
The solution rapidly transformed the digital experience of visitors to ŠKODA AUTO digital properties, providing major improvements to customer journeys with a totally automated system.
In a short timeframe, the ŠKODA AUTO team were able to communicate and engage with millions of additional users while supporting their individual requests and requirements.
The volume of test drive booking rapidly increased while customer service could also be greatly improved.

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