By Robert Barry - Editor | AutoTalk
Suzuki Australia has enlisted a local AI startup to streamline its customer services including service bookings and roadside assist calls.
If you call Suzuki Australia in the near future, chances are you’ll encounter Suzi, the carmaker’s new artificial intelligence (AI) helper.
The ‘Hey Suzi’ service is a derivative of Australian start-up Contact Harald’s ‘Ask Harry’ AI product, which is being integrated into the Japanese brand’s local customer service system.
Set to be rolled out across all of Suzuki Australia’s 92 dealerships – but not those run by Suzuki Queensland in the sunshine state and the Northern Rivers region of New South Wales – Hey Suzi is aimed at streamlining the customer service experience.
A dedicated Hey Suzi phone number will allow customers to book a service, make an enquiry or be transferred to roadside assistance.
Contact Harald says “Hey Suzi is smart enough to recognise the customer’s phone number and link it with their car and the dealership they are affiliated with”, and can “intelligently respond to their request (e.g. Book a Service) or route the call to roadside assist, or transfer to their preferred dealership, based on the customer’s service history or requested change”.
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“This voice assistant technology aligns perfectly with our commitment to innovation and customer care, making service bookings, inquiries, and support more seamless than ever. We’re thrilled to see how Hey Suzi will elevate the Suzuki experience.”
In addition to being introduced as an aid for customers, Hey Suzi is intended to lighten the administrative load on Suzuki’s staff.
“Hey Suzi is set to be a game-changer for our admin teams, who have managed a high volume of tasks and customer interactions daily,” Mr Pachota said.
“By automating service bookings and streamlining customer inquiries, Hey Suzi will reduce the administrative load, allowing our teams to focus on delivering an exceptional customer experience.
“This technology brings real relief to our staff and creates a more efficient, responsive service environment for Suzuki”.
In the future, Hey Suzi will also include a promotion feature, reaching out to existing customers “with personalised offers and promotions such as ‘Test Drive the New Model’, ‘End of Financial Year Promotion’ or ‘End of Finance Upgrade’”.
Contact Harald says that “through natural language conversations, Hey Suzi places an outbound call and conveys a sales message that is personalised and engaging”, in a process that’s expected to strengthen Suzuki’s connection with its customers.
“We wanted this AI assistant to provide dealerships with the ability to connect with customers in new, personalised ways, and streamline routine tasks like service bookings so they can focus their efforts on what truly matters – delivering an exceptional customer experience while driving sales and business growth,” said Contact Harald co-founder and director, Nick O’Halloran.
Ironically, Suzuki Australia’s adoption of AI for its customer service systems comes despite the fact the technology is not currently available in any of its vehicles, at a time when more carmakers are integrating AI into their multimedia systems.
13 Feb 2025 - Article by AutoTalk