Audi uses technician telepresence to boost customer experience
Audi calls its initiative announced Tuesday ART, which stands for Audi Robotic Telepresence. Audi intends to make ART a component of positive customer experiences. The company recognizes that maintenance is part of the vehicle ownership experience, and service visits can be important predictors of customer satisfaction. Audi announced its launch of a communications robot as a way to help Audi dealership technicians quickly diagnose and troubleshoot repair issues to better ensure that the customer goes away not mad but glad. Audi released a video of these rolling robots, which will be moving about with video screens and cameras attached. Technicians will deploy their expertise in order to remotely supervise mechanics at coast to coast dealerships. The company said that Audi technical assistance consultants will be the primary operators of ART, as well as regionally based technical field managers. The idea is for them to inspect and help service vehicles as...