Luxury brands seeking to stave off the competition are increasingly searching for tools and opportunities to enhance the efficiency of customer service without compromising the high-touch experience their customers expect. Some are turning to AI which offers significant opportunities to streamline operations, improve service consistency, and provide faster resolutions. Integrating AI in a way that does not compromise on service quality and the luxury feel, however, requires careful planning, governance, and a focus on CX rather than just efficiency or cost savings.

In this session, we are joined by Chad Anderson, Vendor Manager of Customer Care & Roadside Operations at Mercedes-Benz USA, who will explore his team’s journey into AI implementation in customer care and roadside operations, and share lessons learned so far. We’ll discuss the challenges of stakeholder buy-in and expectation management, the risks of adopting AI for AI’s sake, and the strategies used to ensure AI enhances rather than replaces the human element.

Attendees will learn:

• Key opportunities for AI in customer care: Learn how AI can address common customer and contact centre pain points from modernizing IVR and automating dispatch services to reducing ghost calls and improving appointment scheduling.
• Overcoming challenges in AI adoption: Discover how organizations can shift the conversation from “AI for AI’s sake” to a more strategic approach that prioritizes customer experience and operational efficiency while managing expectations.
• Ensuring ethical and effective AI use: Explore best practices for AI governance, maintaining data integrity, and balancing automation with the human touch, especially for luxury brands where personalized service is key.